Hybrid IT Support Specialist (L1)

iSoftStone; Fatih; Hybrid; TRY 180,000 - 240,000; Full time

Job summary

iSoftStone is seeking a proactive IT Support Specialist to join our Service Desk, handling L1 incidents and ensuring documentation in our ITSM system. The ideal candidate has at least one year of experience, a degree in IT or CS, good English, and strong problem-solving and communication skills to support global and local projects and collaborate with backline teams.

This role is based in Istanbul with hybrid work, offering opportunities to grow in a global IT services environment with diverse

Qualifications

• University degree in Information Technology or Computer Science.
• 1 year minimum experience in IT service/helpdesk L1 support.
• Strong analytical and problem-solving skills.
• Ability to manage and resolve conflicts effectively.
• Excellent communication and interpersonal skills.
• Participate and support global/local projects and meetings.
• Experience with ITSM tools (ServiceNow preferred).
• Good command of English, written and spoken.

Responsibilities

• Log and manage all Service Desk interactions with accurate documentation.
• Classify and prioritize incidents and service requests by urgency and impact.
• Troubleshoot first-line issues and escalate when needed.
• Route tickets to backline teams and track progress to closure.
• Maintain clear, professional communication with end users and IT stakeholders.
• Support global and local IT projects and participate in meetings.
• Adhere to runbooks, procedures, and escalation standards.
• Provide out-of-hours escalation support for critical incidents.

Skills

IT Helpdesk

Problem Solving

Communication

Conflict Management

English Proficiency

Project Participation

ITSM Tools

ServiceNow

Education

Information Technology

Computer Science

Tools

ITSM Tools

ServiceNow

Job description

iSoftStone is seeking a proactive IT Support Specialist to join our Service Desk, handling L1 incidents and ensuring documentation in our ITSM system. The ideal candidate has at least one year of experience, a degree in IT or CS, good English, and strong problem-solving and communication skills to support global and local projects and collaborate with backline teams.

This role is based in Istanbul with hybrid work, offering opportunities to grow in a global IT services environment with diverse