Shift Lead (Support & Operations)

Job Summary

We are looking for a Service Desk Analyst (English) to provide first-level IT support to end users. The role involves handling incidents and service requests while ensuring high customer satisfaction and adherence to SLAs.

Key Responsibilities

Provide L1/L2 IT support via phone, email, chat, and ticketing systems Handle customer interactions effectively in English (spoken and written) Log, categorize, prioritize, and resolve incidents/service requests Troubleshoot issues related to Windows OS, Office 365, Outlook, VPN, printers, and basic networking Perform user account management (password resets, access requests, Active Directory tasks) Escalate complex issues to appropriate support teams Follow ITIL processes for incident, problem, and change management Ensure adherence to SLA/KPI targets and maintain high customer satisfaction Document resolutions and maintain knowledge base updates

Skill Requirements

Strong communication skills in English (verbal and written) Good troubleshooting and analytical skills Experience with ticketing tools (Service Now, Remedy, etc.) Basic knowledge of IT infrastructure and end-user support Ability to work in 24/7 or rotational shifts

Other Requirements

TIL Foundation certification Experience supporting global customers Familiarity with remote support tools Key Competencies: Customer-focused approach Problem-solving mindset Multitasking and time management Team collaboration