Junior IPC Support Consultant (ITIL / ITSM)

Job Description

We are seeking a motivated and customer-focused Junior IPC Support Consultant to join our IT support team. The successful candidate will provide first-level technical support, incident management, and service request fulfillment while ensuring compliance with ITIL best practices. This role is ideal for candidates looking to build their career in IT support and service management.

Key Responsibilities

• Provide Level 1 technical support for users by troubleshooting hardware, software, and application issues.
• Log, categorize, prioritize, and track incidents and service requests using an ITSM ticketing system.
• Perform incident management, service request fulfillment, and escalation according to SLA requirements.
• Monitor support queues and ensure timely resolution or escalation of issues.
• Work closely with Level 2/Level 3 support teams to resolve complex technical problems.
• Support user account administration, password resets, and access management.
• Maintain accurate documentation of incidents, resolutions, and knowledge base articles.
• Assist with system monitoring and routine operational support activities.
• Follow ITIL best practices for Incident, Problem, and Change Management.
• Deliver excellent customer service and maintain effective communication with stakeholders.

Requirements

• Diploma or Bachelor's Degree in Information Technology, Computer Science, or a related discipline.
• 2–4 years of experience in IT Helpdesk, Service Desk, or IT Support.
• Hands-on experience using ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or similar.
• Good understanding of ITIL processes, including Incident Management and Service Request Management.
• Experience supporting Windows operating systems, Microsoft Office, and basic network troubleshooting.
• Strong analytical and problem-solving skills.
• Good communication and interpersonal skills.
• Ability to work independently and collaboratively in a team environment.
• Willingness to work on rotational shifts or provide on-call support if required.

Preferred Qualifications

• ITIL Foundation Certification is an advantage.
• Experience in Change Management or Problem Management is a plus.
• Knowledge of Active Directory, Microsoft 365, or remote support tools is preferred.