Junior IT Support (ITSM) - Contract

Our client is a leading oil and gas company.

Responsibilities:

IT Service Request & Ticket Management

• Manage and monitor IT service requests (ITSM tickets) from users
• Categorize and prioritize tickets according to service impact and urgency
• Review and coordinate ticket assignments to appropriate IT specialists
• Track ticket progress and follow up to ensure timely resolution
• Identify opportunities to improve workflow efficiency and ticket handling processes

Initial Technical Review & Escalation Control

• Review collected user-reported issue details for completeness and accuracy
• Validate root cause analysis and troubleshooting steps
• Ensure proper documentation of resolution attempts using knowledge bases and available tools
• Monitor and control proper escalation to relevant IT teams when necessary

IT Service Performance Reporting

• Collect and consolidate IT service performance data
• Analyze service trends, recurring incidents, and performance metrics
• Prepare IT service performance reports
• Present reports and insights to stakeholders

ITSM Tools & System Support

• Maintain accuracy and updates of the IT knowledge base
• Manage user access to ITSM tools and systems
• Provide guidance to users on ITSM tool usage
• Report and coordinate resolution of ITSM system-related issues

Knowledge Management

• Monitor and track the latest IT issues and solutions
• Update the IT knowledge base with new and relevant information
• Ensure documentation remains accurate, structured, and up to date

Cross-Functional Collaboration

• Participating in IT team meetings and improvement initiatives
• Provide feedback and recommendations to enhance IT service processes
• Support the implementation of IT operational and service improvement initiatives

Required Skills:

Technical Skills

• Basic understanding of ITSM frameworks such as ITIL
• Knowledge of Windows operating systems and Microsoft Office
• Strong computer literacy
• Familiarity with common ITSM tools and platforms

Soft Skills

• Strong analytical and problem-solving skills
• Effective verbal and written communication skills
• Excellent teamwork and interpersonal abilities
• Eagerness to learn, adaptable, and able to work in a fast-paced environment

Qualifications:

• Degree in Information Technology or a related field
• Minimum of 3 years of experience in structured IT service management or IT support environments