IT HelpDesk Support - Contract

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)

Additional Information

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.

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Company Intel

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