ITSM Support Specialist

1 week ago


Hyderabad, Telangana, India APN Consulting Full time
APN Consulting has an immediate need for a direct client requirement:

Job Title:
ITSM Support Specialist (L1/L2)

RemoteContract – 6-12 MonthsExperience:
Minimum 2 -4 YearsPosition: 2

Job Summary:
We are seeking a dedicated and experienced ITSM Support Specialist to join our offshore team.

The ideal candidate will have a strong background in L1 and L2 support, with a proven track record of managing and resolving incidents and service requests efficiently.

This role requires excellent problem-solving skills, a customer-centric attitude, and the ability to work in a fast-paced environment.

Key Responsibilities:

Incident Management:
Monitor and manage incoming incidents and service requests via ticketing systems, email, and phone.
Perform initial diagnosis and categorization of incidents.
Provide first-level (L1) support, aiming for first-call resolution whenever possible.
Escalate complex issues to the second-level (L2) support or relevant teams as necessary.

Service Request Fulfillment:
Process and fulfill service requests according to established procedures and SLAs.
Maintain and update request status and documentation in the ITSM tool.

Problem Management:
Identify recurring issues and work with L2 support to develop and implement solutions.
Participate in root cause analysis and preventive measures.

Knowledge Management:
Create and maintain knowledge base articles to improve the efficiency of support processes.
Share knowledge with team members and provide training on common issues.

Customer Interaction:
Communicate effectively with customers, keeping them informed of the status of their incidents and service requests.
Provide excellent customer service and maintain a high level of customer satisfaction.

Continuous Improvement:
Participate in continuous improvement initiatives to enhance the efficiency and effectiveness of IT support services.
Contribute to the development and implementation of ITSM processes and procedures.

Qualifications:
Bachelor's degree in Information Technology, Computer Science, or a related field.
Minimum of 2-4 years of experience in L1 and L2 support roles, preferably in an offshore environment.
Strong understanding of ITIL principles and best practices.
Experience with ITSM tools such as ServiceNow, BMC Remedy, or similar platforms.
Excellent troubleshooting and analytical skills.
Strong communication skills, both written and verbal.
Ability to work independently and as part of a team.
Customer-focused with a strong commitment to service excellence.

Preferred Skills:
ITIL Foundation certification.
Experience in remote support and working across different time zones.
Familiarity with network and server infrastructure.
Basic scripting or programming knowledge.

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