The IT Support Specialist plays a critical role in ensuring the success of organizational projects by providing expert technical support and guidance. Working closely with the Service Delivery Manager and ServiceDesk Lead, this position is responsible for analyzing incident trends, identifying root causes, and implementing sustainable solutions. The role supports a proactive approach to IT incident management and contributes to continuous service improvement across the organization.
Mandatory Skill(s)
- Possess a Degree or Diploma in Information Technology or a related field;
- Minimum of 2 to 3 years of experience in an IT support role or similar capacity;
- Must have hands-on experience using SaaS-based ITSM platforms such as ServiceNow;
- Solid understanding of hardware components, software applications, printers, iOS devices, smartphones, tablets, and basic network services;
- Must have skills in identifying and resolving technical issues through effective troubleshooting methods;
- Strong interpersonal and communication skills, with the ability to collaborate with both end-users and support teams;
- Must have familiarity with ITIL frameworks and incident management procedures.
Desirable Skill(s)
- Service Level Management – delivery support as accordance to service targets;
- Compliance to IT Service Management processes;
- Compliance to IT Risk & Security policies.
Responsibilities
- Provide remote and on-site technical support for workstation hardware, applications, email, printers, smart devices, corporate mobile phones, and network-related services;
- Perform workstation setup and relocation;
- Assisting in setting up meeting room for conference, where IT support is needed;
- Invoke problem escalation process to next level of support;
- Learning and sharing knowledge in different forms, from contributing with articles in the Knowledge Database up to delivering training or facilitating forums;
- Communicate with Incident Management, Change Management, Problem Management, and respective support teams;
- Create, support, and deliver accurate ad-hoc/standard dashboards/ reports to communicate performance metrics in relation to SLA in a timely manner. Provide analysis and interpretation as required;
- Undertake any other ad-hoc IT tasks as assigned;
- Coordinate with vendors and facility team as needed to ensure timely and effective resolution of meeting room device issue;
- Maintain accurate hardware and software inventory and documentation of meeting room equipment;
- Create, support and troubleshoot Azure Virtual Desktop access and issues in BAU support;
- Perform support on desk relocation and configuration.
If you are interested in this role, click on the “Apply to this job” button below or you could also write in with your CV to Dharshini Kumar at Dharshini.K@sciente.com quoting the job title.
