IT support service desk

Responsibilities: 

• Support the operation and improvement of ITIL-based service management processes such as incident, problem, change, request, and knowledge management. 

• Monitor and track tickets in the ITSM tool (e.g., ServiceNow, Remedy, Jira Service Management) to ensure timely resolution and SLA adherence. 

• Assist in coordinating change requests and maintaining change calendars. 

• Help analyze incident and service request trends to identify improvement opportunities. 

• Participate in service review meetings and help document minutes, action items, and follow-ups. 

• Collaborate with support teams to gather performance metrics and prepare service reports. 

• Assist in maintaining knowledge base articles and standard operating procedures (SOPs). 

• Ensure user satisfaction by supporting feedback collection and continuous improvement initiatives. 

Basic Qualifications: 

• Bachelor’s degree in information technology, Business Administration, or a related field. 

• 0–2 years of experience in IT support, service desk, or business operations (internships and academic projects accepted). 

• Basic understanding of IT service management concepts (ITIL preferred). 

• Familiarity with ticketing and service management tools such as ServiceNow, Freshservice, BMC Remedy, or Jira. 

• Ability to use Excel or reporting tools to organize and analyze data. 

• Exposure to customer support or IT operations environments is a plus. 

Other Qualifications: 

• ITIL Foundation Certification (preferred but not mandatory). 

• Exposure to service reporting, dashboards, or data visualization tools (e.g., Power BI). 

• Understanding of SLAs, OLAs, and service catalogs.