IT HelpDesk Support - Contract

Role Overview

The IT Helpdesk Support Professional is responsible for providing technical assistance and support to end-users experiencing software or application-related issues. This role is critical in ensuring the smooth functioning of computer systems and addressing user concerns promptly and effectively.

The incumbent will play a key role in improving user experience, resolving IT-related problems, and maintaining a high level of customer satisfaction. The role also requires timely escalation and user communication on the outcome of highlighted issues within the required KPI/SLA framework.

Key Responsibilities

• Serve as the first point of contact for users seeking technical assistance over phone, email, or ticketing system

• Diagnose and resolve software and application-related technical issues raised by end-users

• Log, track, and manage incidents and service requests via ServiceNow or equivalent ITSM tools

• Escalate unresolved issues to the appropriate Level 2 or Level 3 support teams within defined SLA timeframes

• Communicate promptly and professionally with users on the status and resolution of their issues

• Monitor open tickets and ensure timely follow-up to meet SLA and KPI targets

• Document resolutions and contribute to the internal knowledge base to enable faster issue resolution

• Participate in shift handovers and maintain accurate records of all support activities

• Identify recurring issues and flag them for problem management review

• Adhere to ITIL best practices for incident, problem, and service request management

★ Top 3 Mandatory Skills

✦ Experience in handling ticket management and escalations in a service desk environment

✦ Strong troubleshooting and problem-solving skills for application-related issues

✦ Hands-on experience with ServiceNow or similar ITSM ticketing systems

◈ Good to Have / Optional Skills

✦ Familiarity with ITIL processes (e.g., Incident, Problem, and Service Request Management)

✦ Experience working in SLA/KPI-driven environments, with understanding of service performance and reporting

✦ Experience in customer-facing or end-user support roles with strong communication and user engagement skills

Education

• Diploma or Bachelor's degree in Information Technology, Computer Science, or related field

• Equivalent work experience will be considered

Certifications (Preferred)

• ITIL v4 Foundation

• CompTIA A+ or equivalent

• ServiceNow Certified System Administrator (CSA)

• Microsoft 365 Fundamentals (MS-900)