Key Responsibilities

° Act as the first point of contact for IT support across the business.

° Log, prioritise, and resolve incidents and service requests using ITSM tools (e.g., JIRA/ServiceNow).

° Manage the full incident lifecycle, including escalation, communication, and resolution within SLAs.

° Support change management processes, including impact assessments, user communications, and post-implementation reviews.

° Maintain and update IT knowledge base, FAQs, and support documentation.

° Collaborate with technical teams to resolve complex issues with minimal disruption to users.

° Provide user training and conduct knowledge-sharing sessions to reduce recurring incidents.

° Generate reports on SLA performance, analyse trends, and recommend improvements.

Qualifications & Skills

Required

° Bachelor’s degree in IT, Computer Science, or a related field.

° Minimum 5 years’ experience in a service desk/helpdesk/end-user support role.

° ITIL v4 Foundation certification (mandatory).

° Hands-on experience with Windows/macOS, Microsoft 365, Active Directory, and ITSM tools.

Preferred

° Familiarity with networking and endpoint security concepts.

° Exposure to Agile/Scrum methodologies.

° Certifications in Linux, Networking, Cloud, or Project Management are a plus.

Soft Skills

° Strong customer focus and ability to explain technical issues in simple terms.

° Analytical problem-solving and ability to work under pressure.

° Excellent teamwork, communication, and stakeholder engagement.

° Professionalism and resilience in handling high-pressure incidents.