Information Technology Support Specialist

Key Responsibilities :

Act as the first point of contact for all IT-related queries and issues via phone, email, chat, and ticketing system.

Provide remote support for business-critical applications, including troubleshooting, access provisioning, and issue resolution.

Log, categorize, and prioritize incidents and service requests using the ITSM tool.

Perform initial diagnosis and resolve or escalate issues to relevant support teams.

Ensure timely follow-up and closure of tickets in line with defined SLAs.

Maintain and update knowledge base articles to support continuous improvement.

Assist with user onboarding / offboarding, including application access setup.

Collaborate with application owners and infrastructure teams to resolve complex issues.

Monitor recurring issues and recommend improvements to reduce ticket volume.

Required Skills & Qualifications :

Bachelor’s degree in IT, Computer Science, or a related field.

2–4 years of experience in IT Service Desk or Application Support roles.

Experience handling chat and phone support for end users.

Strong communication and customer service skills.

Willingness to work in rotational shifts.

Solid understanding of ITIL processes and incident management.

Hands-on experience supporting enterprise applications (e.g., ERP, HRMS, CRM).

Familiarity with ticketing systems such as ServiceNow, Jira, or similar.

Ability to work effectively in a fast-paced, collaborative environment.

Preferred Qualifications :

ITIL Foundation certification.

Experience with remote support tools and cloud-based applications.

Basic knowledge of Active Directory and user access management.

Note : Immediate joiners are required

Interested candidates can share your CV to