Technical Support Officer
Core
Coordinate daily IT support operations, manage service requests, and act as the central liaison between end-users, technical teams, and vendors to ensure timely issue resolution.
Role type
IT Service Management (ITSM) Coordinator / Technical Support Officer
Builds
IT service delivery and operational efficiency for end-users
Domain
IT Operations / Service Management
Deliverable
dashboards & analysis
Required skills
ITSM tools (Jira, ServiceNow), incident management, SLA tracking, escalation processes, documentation, reporting, capacity planning, ITIL practices
Preferred skills
IT infrastructure knowledge, workflow optimization, stakeholder management
Responsibilities
Monitor and manage incident tickets, track and prioritize unresolved issues, schedule support activities, generate service performance reports, assist in IT audits and asset management, facilitate communication between users and technical teams, contribute to ITSM process improvement
Seniority
Junior to Mid-level, hands-on IC
