Description

You will act as the first point of contact for all IT-related issues, managing incidents and requests through the ITSM tool.

Responsibilities

• Resolve IT incidents at the first point of contact whenever possible to minimize business impact.
• Log, classify, and catalog incidents and service requests by symptom and resolution within the ITSM tool.
• Monitor support queues to ensure SLAs are maintained and assign tickets to appropriate resources or teams.
• Handle incoming contacts via phone and chat as part of an 11x7 shift system.
• Coordinate tickets that cross organizational boundaries to ensure end-to-end resolution.

Required Skills

• 5+ years of experience in Service Desk environments.
• Mandatory experience in English-speaking Service Desk roles.
• Strong understanding of ITIL processes, specifically Incident, Request, Change, and Problem management.
• Proficiency using ITSM tools for ticket lifecycle management.
• Ability to troubleshoot 1st line IT technical problems.
• Strong organizational skills with the ability to multi-task and prioritize work.
• Excellent written and verbal communication skills for interacting with internal and external staff.
• Graduate degree (B.Tech/B.E or other technical degree preferred).

Preferred Skills

• ITIL V3/V4 certification.
• MCP, MSCE, or MSCA certifications.

Key Skills

Education

Graduate. B.Tech/B.E