Service Desk Management Full Time

This role is an entry-level IT support opportunity within a structured service desk environment, focused on ensuring smooth and timely resolution of technical issues for internal users. You will act as the first point of contact for IT-related incidents and service requests across multiple communication channels, including phone, chat, and email. The position plays a key role in maintaining business continuity by ensuring tickets are properly categorized, prioritized, and resolved within defined service levels. You will work in a fast-paced support environment where attention to detail, responsiveness, and communication are essential. The role offers hands-on exposure to ITIL-based service management processes and real-world troubleshooting practices. It is well-suited for early-career professionals or fresh graduates looking to build a foundation in IT support and service operations.

Accountabilities

You will be responsible for providing first-level IT support, ensuring effective ticket handling, and maintaining service quality across all user interactions.

• Handle IT support requests through phone, chat, and email in a timely and professional manner
• Monitor support queues and ensure incidents and service requests are addressed within defined SLAs
• Troubleshoot and resolve basic technical issues using remote support tools and guided assistance
• Escalate complex or unresolved issues to higher-level technical teams when required
• Accurately classify and prioritize tickets based on urgency, impact, and type (incident or service request)
• Maintain detailed documentation of all actions, troubleshooting steps, and communications in ticketing systems
• Coordinate with internal IT teams to track progress on open incidents and problem tickets
• Prepare basic reports on ticket status, incident trends, and service performance metrics
• Support the creation and maintenance of knowledge base articles for recurring issues

Requirements

This role requires strong communication skills, basic technical aptitude, and the ability to work effectively in a structured support environment.

• 0-2 years of experience in IT support or service desk roles; freshers are welcome to apply
• Any graduate degree with strong academic performance (Computer Science or related background preferred)
• Basic understanding of IT support processes, incident management, and troubleshooting fundamentals
• Familiarity with ITIL concepts or certification is an added advantage
• Proficiency in MS Office tools (Excel, Word, PowerPoint)
• Strong verbal and written communication skills with a customer-focused mindset
• Ability to work in rotational shifts and adapt to operational schedules
• Strong teamwork, problem-solving attitude, and attention to detail
• Exposure to telecom or retail environments is a plus

Benefits

• Competitive entry-level salary package aligned with industry standards
• On-the-job training in IT service desk and ITIL-based processes
• Opportunity to gain hands-on experience in enterprise IT support environments
• Structured career growth path in IT support and infrastructure roles
• Exposure to ticketing systems, remote troubleshooting tools, and support workflows
• Rotational shift allowance (if applicable)
• One-week rotational off schedule
• Professional development opportunities in technical support and service management

How Jobgether Works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role’s core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.