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IT Support Specialist
2 weeks ago
Service Desk Analyst Role
We are seeking a skilled professional to provide timely and effective IT support to our clients. As the first point of contact for IT issues, you will ensure high levels of customer satisfaction and work closely with technical teams to deliver seamless support.
Your Key Responsibilities:- Provide first-level technical support and resolve incidents efficiently using ITSM tools such as ServiceNow.
- Manage service requests, incidents, and changes while ensuring compliance with SLAs and service quality standards.
- Support user onboarding, access provisioning, and basic resource requests.
- Monitor system health and generate service performance reports.
- Guide users through self-service portals and support documentation.
- Coordinate with escalation teams for complex issue resolution.
- Minimum 2 years of experience in IT service desk, help desk, or technical support.
- Hands-on experience with cloud services support, preferably GCP.
- Proficiency in ITIL framework and service management processes.
- Strong troubleshooting skills in application and infrastructure support.
- Familiarity with remote support tools and basic system monitoring.
- Excellent communication and customer service skills.
- Ability to manage multiple tickets and priorities simultaneously.
- Bachelor's or Master's degree in a relevant field.
