Key Responsibilities:

Assist in documenting and improving ITSM processes such as Incident Management, Problem Management, Change Management, and Service Request Management Help monitor ticketing systems (e.g., Jira, ServiceNow, Freshservice) and ensure timely resolution of service tickets Participate in daily IT operations support and escalation tracking Help gather and analyze data for ITSM reporting and performance metrics (SLAs, KPIs) Support the team in service catalog creation, configuration management, and process mapping Assist in drafting user guides, process documentation, and SOPs Participate in IT audits and compliance reviews related to service delivery Collaborate with other departments to support continuous service improvement initiatives

What You’ll Gain:

Practical experience in IT Service Management aligned with ITIL standards Exposure to enterprise IT support tools and industry best practices Mentorship from experienced ITSM professionals Certificate of Completion and potential for full-time employment based on performance