This role serves as the first point of contact for IT service requests, incidents, and user support within a managed services environment
Job Summary
This role serves as the first point of contact for IT service requests, incidents, and user support within a managed services environment.
The position requires managing incidents, performing initial troubleshooting, and ensuring issues are resolved or escalated according to ITSM processes.
Candidates will collaborate with internal teams to maintain service continuity, update documentation, and support system change activities.
Matching Summary
This role serves as the first point of contact for IT service requests, incidents, and user support within a managed services environment.
Skills & Requirements
Must-have
Experience in IT service desk or operations role
Strong understanding of ITSM processes
Ability to log and prioritize service tickets
Nice-to-have
Experience with ServiceNow ticketing tools
Customer-focused mindset with attention to detail
Strong communication and problem-solving skills
Key Requirements
Experience in IT service desk or operations role
Good understanding of ITSM processes (Incident, Request, Change, Problem)