Specialist - IT Operations
Education | Bachelor’s degree in computer science, Information Technology, or related discipline |
Experience | 1–3 years in IT Service Desk or technical support role |
Knowledge | Basic understanding of ITIL framework |
Skills | Strong problem solving, communication, and customer service skills |
Tools | Experience with ticketing tools like ServiceNow, BMC Remedy, or Freshservice, MS Excel, MS Word, MS Power Point |
Other | Ability to multitask, prioritize workload under pressure, and work in a 24/7 rotational environment |
Communicate effectively with business users to understand issues and provide status updates.
Deliver courteous and professional support over phone, email, or chat.
Follow up to ensure issues are resolved satisfactorily.
Adhere to ITIL processes such as Incident Management, Request Fulfilment, and Change Management.
Maintain proper documentation of incidents and service requests.
Participate in continuous improvement activities for ticket quality and escalation processes.