IT Customer Service Representative

Job Description ·      We are looking for a proactive and customer-focused IT Service Desk Support Executive to provide first-level support for internal and external users. ·       The ideal candidate will be responsible for handling user inquiries, monitoring applications and alerts, and ensuring smooth day-to-day IT support operations.  Key Responsibilities  ·      Serve as the primary point of contact for IT-related inquiries and issues reported by internal and external users.  ·      Monitor applications, systems, and alerts to ensure timely identification and resolution of issues. ·       Process and respond to support requests received through calls, emails, or ticketing systems.  ·      Troubleshoot and resolve basic technical issues, escalating complex incidents when necessary.  ·      Maintain accurate records of incidents, service requests, and resolutions in the ticketing system.  ·      Coordinate with internal teams to ensure timely issue resolution and service continuity.  ·      Provide regular updates to users regarding issue status and resolutions.  ·      Step in as a backup resource during contingency situations to ensure uninterrupted operations and support coverage. ·      Follow established IT service management processes and support procedures.  Required Skills & Qualifications  ·      Experience or background in IT Service Desk / Helpdesk Support.  ·      Good understanding of incident handling and user support processes.  ·      Strong communication and interpersonal skills. ·      Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.  ·      Basic troubleshooting and problem-solving skills.  ·      Familiarity with ticketing tools and monitoring systems is an advantage. ·       Willingness to work in shifts or provide support during contingency situations, if required.  ·      Shift Schedule: AM Shift 08:00-17:00 PM Shift 16:00-01:00 GY Shift 00:00-09:00