Responsibilities:
Coordinate and manage incidents through the companys service management tool in line with ITIL framework.
Provide support for Level 1 issues and escalate major incidents as needed to ensure resolution within SLA.
Handle user requests, calls, and emails efficiently, ensuring high-quality customer service.
Assist with asset and configuration management, and help maintain accurate service data.
Collaborate with support teams to improve service delivery and maintain internal documentation.
Key Requirements:
2-3 years of experience in IT support or service desk environments.
Strong communication skills in English (verbal and written).
Familiarity with IT Service Management (ITSM) tools and Microsoft Office Suite.
Experience in high-pressure operations and working with international or third-party stakeholders.
ITIL Foundation Certification is considered a plus.
