Support Lead

Job Summary

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.

Key Responsibilities

• 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.
• Escalate unresolved or complex issues to the correct L2/L3 resolver group with complete troubleshooting details.
• Track escalated tickets, follow up with resolver teams and retain ownership through closure.
• Monitor ticket queues, SLA risks, ageing items and pending user actions.
• Update knowledge articles and highlight recurring issues or improvement opportunities.
• Participate in shift handovers, operational briefings, training and quality reviews.

Skill Requirements

• Strong customer service, listening, probing and communication skills.
• Basic troubleshooting knowledge of Windows, and enterprise applications.
• Working knowledge of ServiceNow ITSM/ticketing tools; ServiceNow experience is preferred.
• Understanding of incident management, service request fulfilment, SLA management and escalation processes.
• Ability to follow documented procedures while applying logical problem-solving skills.
• Clear written documentation and accurate case-note discipline.
• Ability to work under pressure, manage priorities and collaborate with resolver teams.
• Availability for rotational shifts, weekends or 24x7 operations based on business requirements.

Other Requirements

Education & Experience

• Graduate or diploma in Computer Science, Information Technology or a related field.
•  2 - 4 years of experience in IT Service desk support, Application Support and customer support environment.

ITIL Foundation, CompTIA A+, Microsoft fundamentals or similar certification is desirable.

Performance Expectations

• Quality and accuracy of ticket records.
• First contact resolution and timely escalation.
• Adherence to response, resolution and communication SLAs.
• Customer satisfaction and professional conduct.

Knowledge usage, process compliance and contribution to continuous improvement.