This role serves as the first point of contact for IT service requests, incidents, and user queries within a managed service delivery environment
Job Summary
This role serves as the first point of contact for IT service requests, incidents, and user queries within a managed service delivery environment.
The incumbent is responsible for logging, categorizing, and troubleshooting tickets while ensuring timely resolution or escalation through established ITSM processes.
Candidates must possess strong coordination skills to collaborate with internal teams and maintain high-quality service continuity across enterprise systems.
Matching Summary
This role serves as the first point of contact for IT service requests, incidents, and user queries within a managed service delivery environment.
Skills & Requirements
Must-have
Experience in IT service desk or operations
Understanding of ITSM processes
Strong communication and problem-solving skills
Nice-to-have
Customer-focused mindset with attention to detail
Experience with ServiceNow ticketing tools
Ability to support documentation and testing activities
Key Requirements
Experience in IT service desk or operations role
Good understanding of ITSM processes (Incident, Request, Change, Problem)