This role serves as the first point of contact for IT service requests and incidents within a managed services environment
Job Summary
This role serves as the first point of contact for IT service requests and incidents within a managed services environment.
The position focuses on executing outsourced processes including client interaction, data review, and resolving escalations to improve operational efficiency.
Candidates will collaborate with internal teams to ensure service continuity while maintaining documentation and supporting user access issues.
Matching Summary
This role serves as the first point of contact for IT service requests and incidents within a managed services environment.
Skills & Requirements
Must-have
Experience in IT service desk role
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 system changes and testing
Key Requirements
Experience in IT service desk or operations
Good understanding of Incident, Request, Change, Problem processes