Inbox Business Technologies is seeking a proactive and detail-oriented Technical Support Officer to manage daily IT support operations and ensure seamless handling of service requests. This role will act as the central point of coordination between end-users, technical teams, and vendors, ensuring timely resolution of issues and adherence to service standards.
Responsibilities
- Coordinate and manage daily IT support operations and service requests
- Act as the primary point of contact between users, technical teams, and external vendors
- Monitor and manage incident tickets to ensure compliance with defined Service Level Agreements (SLAs)
- Track, prioritize, and escalate unresolved issues to the appropriate teams
- Schedule and coordinate on-site and remote support activities
- Maintain accurate and detailed records of service requests, incidents, resolutions, and performance metrics
- Generate regular service performance reports and provide actionable insights for improvement
- Assist in capacity planning, resource allocation, and workflow optimization
- Support IT audits, asset management, and documentation of IT processes
- Facilitate clear and timely communication between end-users and technical teams
- Contribute to the continuous improvement of IT Service Management (ITSM) processes
Requirements
- 1–3 years of experience in IT support, helpdesk, or service coordination roles
- Bachelor’s degree in Computer Science, IT, or a related field
- Familiarity with ITSM tools such as Jira Service Management, ServiceNow, or similar ticketing systems
- Understanding of incident management, escalation processes, and SLA tracking
- Strong documentation, reporting, and data tracking skills
- Basic understanding of IT infrastructure, systems, and support processes
- Strong organizational and coordination abilities
- Excellent verbal and written communication skills
- Ability to multitask and manage competing priorities under pressure
- Attention to detail and problem-solving mindset
- Familiarity with ITIL practices and service management frameworks
- Strong collaboration and stakeholder management skills
