Summary The IT Specialist is the first point of contact to IT related issues and problems.
The position offers a fun and challenging environment. The role will be diverse, and you will continuously need to evaluate and improve the end user IT experience.
Responsible for logging, classification and solving incoming tickets. Performance and reliability of IT Hardware systems and applications. Performs troubleshooting for hardware, and reports failure. Communicates to End-User of IT policy and maintains a global view of our helpdesk systems. Duties Responsibilities The IT Specialist duties and responsibilities:
- Administer and maintain ITSM platforms (Preferred Efecte / Matrix42), ensuring system availability, performance, and data integrity.
- Design, develop, and configure workflows, forms, and service catalog items aligned with ITIL processes (Incident, Service Request, Problem, Change).
- Customize and optimize business processes within the ITSM tool to improve efficiency, automation, and user experience.
- Troubleshoot and resolve issues related to ITSM tools,



including workflow failures, integrations, and data inconsistencies.
- Provide first-level contact and problem resolution for users with supported hardware, software and application problems.
- Provide accurate and timely logging of all problems in the help desk software.
- Escalate problems as appropriate in line with Service Desk procedures.
- Maintain communication with users during the problem resolution process providing user with the appropriate status reports.
- Assist in producing management reports from the Help Desk Software.
- Maintain an in-depth knowledge of Service Desk supported hardware, software and applications. Using Xensam as inventory to keep track of hardware and software.
- To liaise and work with other functional areas including the ERP and Infrastructure teams to ensure that any changes are rolled out to the user base in a controlled and structured manner.
- Review and update documen

📌 Support Services Specialist (Mumbai)
🏢 PERSOL
📍 Mumbai