Job Description

Provide first-level technical support to users, ensuring timely resolution of incidents and service requests while maintaining SLA compliance and high customer satisfaction.

Responsibilities

• Act as single point of contact for IT support
• Log, categorize, and prioritize incidents
• Troubleshoot hardware, software, and network issues
• Escalate unresolved issues to L2/L3 teams
• Monitor tickets and ensure SLA adherence
• Support user onboarding/offboarding
• Maintain documentation and knowledge base

Qualifications

• Bachelor’s in IT or related field
• 0–2 years in Service Desk / IT Support
• ITIL knowledge, troubleshooting, communication, customer handling

Compliance with policies and procedures based on the ISO standards adopted by CNS.