Key Responsibilities:
- Act as the first point of contact for all IT-related queries and issues via phone, email, chat, and ticketing system.
- Provide remote support for business-critical applications, including troubleshooting, access provisioning, and issue resolution.
- Log, categorize, and prioritize incidents and service requests using the ITSM tool.
- Perform initial diagnosis and resolve or escalate issues to relevant support teams.
- Ensure timely follow-up and closure of tickets in line with defined SLAs.
- Maintain and update knowledge base articles to support continuous improvement.
- Assist with user onboarding/offboarding, including application access setup.
- Collaborate with application owners and infrastructure teams to resolve complex issues.
- Monitor recurring issues and recommend improvements to reduce ticket volume.
Required Skills & Qualifications:
- Bachelor's degree in IT, Computer Science, or a related field.
- 24 years of experience in IT Service Desk or Application Support roles.
- Experience handling chat and phone support for end users.
- Strong communication and customer service skills.
- Willingness to work in rotational shifts.
- Solid understanding of ITIL processes and incident management.
- Hands-on experience supporting enterprise applications (e.g., ERP, HRMS, CRM).
- Familiarity with ticketing systems such as ServiceNow, Jira, or similar.
- Ability to work effectively in a fast-paced, collaborative environment.
Preferred Qualifications:
- ITIL Foundation certification.
- Experience with remote support tools and cloud-based applications.
- Basic knowledge of Active Directory and user access management.
Note : Immediate joiners are required
Interested candidates can share your CV to [Confidential Information]
