Must be eligible for Security Clearance.

Responsibilities:

• Provide IT support by updating and managing incidents in the Service Desk system.
• Resolve user requests within agreed SLAs and maintain clear communication.
• Ensure adherence to Service Desk procedures and ITIL best practices.
• Own and manage issues until resolution or appropriate handover.
• Stay updated with new technologies and tools to enhance service delivery.
• Create training documentation and self-service materials to reduce incidents.
• Collaborate with L2 teams and Contact Centre for process improvements.
• Maintain confidentiality as per data protection policies.

Requirements:

• ITIL V3/V4 certification (preferred).
• Experience in IT/Application Support and customer-facing environments.
• Proficiency in tools like ServiceNow, AWS Basics/understanding, and Splunk.
• Strong problem-solving, communication, and time management skills.
• Ability to work independently and within a team.