IT HelpDesk Support - Contract

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. Key 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)