Description

Provide first-level IT support and resolve technical incidents for end-users.

This role is on-site.

Responsibilities

• Receive, log, and categorize incidents and service requests using ServiceDesk E2.
• Perform initial troubleshooting and resolution for common issues such as password resets and access problems.
• Escalate unresolved issues to L2/L3 teams in strict adherence to SLAs.
• Keep users informed on ticket status and ensure timely closure.
• Document accurate actions and resolution details in the ticketing system.

Required Skills

• 5+ years of experience in IT service desk or support roles.
• Proficiency with ServiceDesk E2 for ticket management.
• Strong knowledge of Windows and Mac operating systems.
• Understanding of ITIL frameworks and best practices.
• Foundational networking skills for connectivity troubleshooting.
• Ability to interpret and meet SLA and KPI targets.
• Effective communication skills for user assistance and escalation.

Preferred Skills

• Experience with other enterprise ticketing systems.
• Knowledge of active directory and user provisioning.

Key Skills

Education

Any Graduate