IT Support Specialist

About the role

We are seeking a proactive Service Desk Specialist to manage L1 support operations in a hybrid environment. The role ensures safe, efficient service delivery aligned with company standards.

Key responsibilities

• Log and manage all Service Desk interactions, documenting them in the ITSM tool.
• Classify and prioritize incidents and service requests based on urgency and business impact.
• Troubleshoot first‑line issues, providing timely resolution or escalation.
• Route tickets to back‑line teams and track progress through to closure.
• Maintain clear, professional communication with end users and IT stakeholders.
• Support global and local IT projects, participating in relevant meetings.
• Ensure adherence to operational procedures, runbooks, and escalation standards.
• Provide out‑of‑hours escalation support for business‑critical incidents.

Required profile

• Minimum 1 year experience in IT Service/Helpdesk L1 support.
• University degree (2‑year or 4‑year) in IT, Computer Science or related field.
• Strong analytical and problem‑solving skills.
• Ability to manage and resolve conflicts effectively.
• Excellent communication and interpersonal skills.
• Good command of written and spoken English.

Required skills

• Experience with ITSM tools, preferably ServiceNow.
• Proficiency in English (written and spoken).