Technical Support
• Provide first-level technical support for hardware, software, network, and application-related issues.
• Diagnose and resolve technical issues via phone, email, chat, or remote support tools.
• Guide users through troubleshooting steps and document solutions clearly for future reference.
Incident and Request Management
• Log, categorize, and prioritize tickets in the IT Service Management (ITSM) tool.
• Ensure incidents and service requests are addressed within the defined SLA.
• Escalate unresolved issues to Level 2/3 support teams with clear documentation.
Customer Support
• Deliver exceptional customer service by maintaining a professional and empathetic approach.
• Communicate updates and resolutions to end-users in a clear and timely manner.
• Address customer feedback and provide solutions to improve user satisfaction.
Knowledge Management
• Document troubleshooting steps and resolutions in the knowledge base.
• Contribute to maintaining an up-to-date repository of common issues and fixes.
• Share knowledge and insights with team members to improve collective expertise.
Process Compliance
• Follow ITIL-aligned processes for incident, problem, and change management.
• Ensure accurate documentation of all interactions and resolutions.
• Participate in audits and reviews of service desk operations as required.
Qualifications
Education
o Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent work
experience.
Experience
o 3-5 years of experience in an IT support or service desk role.
o Experience with ITSM tools (e.g., ServiceNow, Jira, BMC Remedy).
Skills
o Strong troubleshooting and problem-solving skills.
o Excellent verbal and written communication abilities.
o Ability to multitask and prioritize in a fast-paced environment.
o Familiarity with common operating systems (Windows, macOS) and enterprise applications
(Microsoft 365, VPNs).
o ITIL Foundation (v3/v4).
Upman Placements is a firm of Researcher & Recruitment Specialists. The company started life in 2002 in India as a recruitment specialist firm. The company has built a stellar reputation for high ethical standards, a specialized focus and unparalleled service. Emerged As one of the only truly global specialized staffing firms focusing exclusively in professional positions for our clients spread across more than 20 countries with a sizable presence across industry levels. With footprints in competitive markets of India, Europe, United Kingdom, Middle East, Singapore, Malaysia, Philippines, Indonesia, Brunei and East & Central African countries.