IT Service Desk/ IT Support

We are seeking a proactive and detail-oriented professional to support daily service desk and operational activities. This role will act as a key point of contact for users, ensure service excellence, and contribute to process improvements through data-driven insights.

• Serve as the primary point of contact for all inquiries and issues raised by internal and external stakeholders.
• Ensure high levels of client and stakeholder satisfaction by minimizing rework and consistently meeting deliverables, service levels, and performance targets.
• Act as a backup resource during contingency situations to ensure uninterrupted business operations.
• Monitor and review ticket updates from Level 2 (L2) Support teams, following up to ensure timely resolution in accordance with SLA requirements.
• Track, manage, and escalate incidents where necessary to maintain service quality and compliance.