Junior IT Support Technician – Hybrid Role

About the role

We are looking for a Junior IT Support Technician to join our hybrid service desk team. The role focuses on application support and incident resolution for global business units, ensuring high availability and user satisfaction. You will work closely with cross‑functional teams to align support activities with enterprise standards.

Key responsibilities

• Monitor and prioritize service desk tickets, ensuring timely resolution of critical requests.
• Provide day‑to‑day application support, maintaining coverage and meeting response targets.
• Perform advanced troubleshooting, analyse root causes and document sustainable workarounds.
• Drive continuous improvement by reviewing incident trends and implementing process enhancements.
• Collaborate with infrastructure, security and business units to deliver a consistent user experience.
• Create and update knowledge‑base articles, SOPs and runbooks to accelerate ticket handling.
• Track KPIs such as response time, resolution rate and customer feedback to guide data‑driven improvements.
• Ensure compliance with change and release management practices and maintain accurate records in service management tools.

Required profile

• 4–8 years of experience in service desk or application support environments.
• Proven ability to manage ticket queues and meet service level agreements.
• Strong analytical skills with a focus on root‑cause analysis and documentation.
• Experience working in hybrid or remote work models and coordinating with multiple stakeholders.
• Good communication skills for interacting with users and technical teams.

Required skills

• Service desk ticketing system
• ITIL processes