Key Responsibilities:
IT Service Desk Responsibilities
- Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
- Log, categorize, prioritize, and resolve IT incidents and service requests in accordance with SLAs.
- Provide troubleshooting and resolution for hardware, software, network, and application-related issues.
- Escalate unresolved or complex issues to appropriate internal teams or vendors.
- Perform user account management tasks (e.g., password resets, access provisioning/deprovisioning).
- Maintain accurate documentation of incidents, solutions, and knowledge base articles.
- Provide clear communication and status updates to users throughout the resolution process.
- Ensure high levels of customer satisfaction and adherence to IT service management best practices.
IT Monitoring Responsibilities
- Monitor IT systems, servers, networks, applications, and services using designated monitoring tools.
- Identify, analyze, and respond to alerts related to performance, availability, and capacity issues.
- Perform initial triage of alerts to determine impact, severity, and root cause.
- Escalate incidents to relevant technical teams according to established escalation procedures.
- Track and document monitoring events, incidents, and resolutions.
- Support proactive detection of potential issues to minimize service disruptions.
- Assist with reporting on system health, trends, and recurring issues.
- Coordinate the Major Incident Management process, ensuring timely escalation, effective communication, and adherence to established procedures and SLAs
Role Structure & Scheduling
- IT Service Desk and IT Monitoring duties are assigned separately and scheduled accordingly.
- The IT Service Desk and Monitoring Support will focus on one functional area per assigned shift or schedule.
- The role does not require simultaneous execution of Service Desk and Monitoring responsibilities.
Qualifications & Experience:
- Bachelor's degree in IT, Computer Science, or related field.
- At least 3 years of experience in an IT Service Desk, IT Operations, or IT Support environment
- Hands-on experience with ITSM tools (e.g., ServiceNow, Jira, or similar platforms).
- Working knowledge of IT infrastructure, operating systems, networking, and application support.
- Strong analytical and troubleshooting skills.
- Excellent written and verbal communication skills.
- Ability to work effectively within defined SLAs and operational processes.
- Demonstrated ability to pass regular Quality Audits and comply with documented procedures.
Key Competencies:
- Problem-solving and analytical thinking.
- Strong attention to detail.
- Effective time management and organizational skills.
- Team-oriented with the ability to work independently.
- Adaptability and willingness to learn new technologies.
- Experience with monitoring tools such as Zabbix, Nagios, PRTG, SolarWinds, or similar.
- ITIL Foundation or equivalent IT service management certification (preferred but not required).
- Experience working in structured, shift-based, or enterprise IT environments.
