Support Lead

About the role

The Service Desk Agent is the first point of contact for users requiring IT Infrastructure and Application support. The role provides professional L1 assistance across phone, chat, email and the ITSM portal (ServiceNow), resolves issues using approved knowledge articles and SOPs, and maintains end-to-end ownership until closure or successful escalation.

What you'll do

• Handle user contacts through phone, chat, email and self-service/ITSM channels
• Log, categorize, prioritize and update incidents and service requests accurately
• Perform initial diagnosis and L1 troubleshooting using approved knowledge articles, SOPs and scripts
• Resolve common access, login, application, device, connectivity and how-to queries within scope
• Provide clear status updates and maintain professional communication throughout the ticket lifecycle

What you need

• 2–4 yrs of experience
• ServiceNow
• Troubleshooting
• Windows
• SOP writing
• Any graduate

Good to have

• Ticketing tools
• ITIL