IT Support Specialist (L1) - 6 Months Contract

Job Purpose

1. IT Support & Incident Management

• Provide Level 1 (L1) support for:
• End-user computing (desktops/laptops)
• Basic network issues
• Collaboration tools (Office 365, Teams, etc.)
• Printers and peripherals
• Receive, log, and track escalated incidents and service requests in line with ITIL processes
• Investigate non-routine and high-impact incidents and coordinate with service owners for resolution
• Ensure accurate documentation of incidents, resolutions, and known issues
• Monitor ticket queues to ensure timely resolution within SLA

2. Escalation & Service Coordination

• Handle escalated technical issues following agreed escalation procedures
• Liaise with internal teams and external vendors to resolve complex incidents
• Track and follow up on pending issues to ensure closure

3. Customer Experience & Satisfaction

• Ensure a consistently positive customer experience for all IT support services
• Act as a point of contact for user feedback and service improvements
• Participate in operational reviews focusing on:
• Customer satisfaction
• SLA performance
• Ticket quality and backlog management

4. Reporting & Performance Monitoring

• Analyze IT support metrics (ticket volume, ageing, SLA compliance, quality)
• Maintain reports to identify trends and areas for improvement
• Support continuous improvement of IT service delivery processes

5. IT Project & Rollout Support

• Assist in IT system implementations and Tech service rollouts
• Support new office setups, relocations, and technology deployments
• Coordinate on-site activities ensuring projects are delivered efficiently

6. IT Asset Management

• Maintain accurate IT asset inventory (hardware and software)
• Track asset allocation and deallocation across users and locations
• Support asset lifecycle management including procurement, deployment, and retirement
• Generate reports for asset tracking and audit purposes

Qualifications & Skills

• Bachelor’s degree in IT, Computer Science, or related field
• 1–3 years of experience in IT support / service desk role
• Basic understanding of:
• Windows OS and Microsoft Office 365
• Networking fundamentals (LAN/WAN, Wi-Fi)
• IT ticketing systems (e.g., ServiceNow, Freshservice)
• Knowledge of ITIL processes is a plus

Core Competencies

• Strong troubleshooting and problem-solving skills
• Excellent communication and user-facing skills
• Ability to handle multiple priorities in a fast-paced environment
• Customer-centric mindset
• Team collaboration and coordination