- Coordinate with technical teams to resolve issues and escalate critical incidents as needed.

Service Delivery & Client Satisfaction :

- Act as the primary point of contact for IT support queries from internal users and external clients.

- Ensure prompt communication, status updates, and resolution of service tickets.

- Track user satisfaction metrics and implement initiatives to enhance service quality.

Process Management & Compliance :

- Implement and maintain ITIL-aligned processes, including incident, problem, change, and request management.

- Conduct root cause analysis for recurring issues and recommend preventive measures.

- Ensure compliance with internal IT policies, regulatory requirements, and security standards.

Coordination & Vendor Management :

- Collaborate with IT teams, vendors, and service providers to deliver seamless IT services.

- Monitor vendor performance, escalate unresolved issues, and track SLA adherence.

- Manage procurement and support for hardware, software, and IT infrastructure.

Reporting & Documentation :

- Maintain detailed logs, documentation, and knowledge articles for recurring issues.

- Prepare regular reports on service performance, incident trends, and SLA compliance.

- Document processes, system configurations, and operational guidelines for audit readiness.

Continuous Improvement & Project Support :

- Identify opportunities for process optimization and automation in IT support operations.

- Support IT projects by coordinating deployment, testing, and transition activities.

- Assist in training end-users on IT systems, tools, and best practices.

Qualifications & Requirements :

Education :

- Bachelors degree in Computer Science, Information Technology, or a related field.

- Relevant certifications (ITIL Foundation, Microsoft, Cisco, CompTIA) preferred.

Experience :

- 1-3 years of experience in IT support, service delivery, or IT operations.

- Hands-on experience with ITSM tools (ServiceNow, JIRA, BMC Remedy, etc.

- Experience managing incidents, service requests, and vendor coordination.

Skills & Competencies :

- Strong knowledge of ITIL processes and IT service management principles.

- Proficiency in troubleshooting hardware, software, network, and application issues.

- Excellent communication and interpersonal skills for interacting with end-users and stakeholders.

- Strong analytical, problem-solving, and multitasking abilities.

- Ability to work in a fast-paced environment and handle multiple priorities.

- Knowledge of cloud technologies, virtualization, and network infrastructure is a plus.

What We Offer :

- Competitive salary with performance-based incentives.

- Opportunity to work with a dynamic IT team in a growth-oriented environment.

- Exposure to advanced IT service management practices and tools.

- Career growth and professional development opportunities