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Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.
Job Description
Job Description:
Key Responsibilities
Act as the first point of contact (L1 support) for all IT-related incidents and service requests via calls, emails, chat, or ticketing tools.Log, classify, and prioritize incidents accurately in tools such as ServiceNow (SNOW) or equivalent.Provide initial diagnosis and resolution for common IT issues (hardware, software, network, access-related).Ensure adherence to SLA/OLA targets, including response and resolution timelines.Perform ticket triaging, routing, and escalation to L2/L3 teams where required.Follow up with users to ensure issue resolution and customer satisfaction.Maintain clear and professional communication with end-users throughout the ticket lifecycle.Document troubleshooting steps, resolutions, and maintain updated knowledge base articles.Support user account management tas...