Hybrid IT Support Specialist - L1 Service Desk (Istanbul)

iSoftStone, Inc.; Turkey; Hybrid; TRY 180,000 - 240,000; Full time

Job summary

iSoftStone, Inc. in Istanbul (Türkiye) seeks an IT Support Specialist to join a hybrid, full-time team. You will manage L1 Service Desk tasks, document incidents in the ITSM system, and coordinate with backline teams to ensure timely resolutions.

The ideal candidate has 1+ year in IT service/helpdesk, English communication skills, and experience with ITSM tools such as ServiceNow. A customer-focused mindset and proactive approach are essential for success in this global tech environment.

Qualifications

• 1+ year experience in IT service/helpdesk L1 support.
• University degree in IT/CS or related field.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Good command of English, written and spoken.

Responsibilities

• Log and manage all Service Desk interactions in the ITSM tool.
• 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 meetings.
• Follow operational procedures, runbooks, and escalation standards.
• Provide out-of-hours escalation support for critical incidents.

Skills

IT support

Analytical skills

Communication skills

English proficiency

Conflict management

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

Job description

iSoftStone, Inc. in Istanbul (Türkiye) seeks an IT Support Specialist to join a hybrid, full-time team. You will manage L1 Service Desk tasks, document incidents in the ITSM system, and coordinate with backline teams to ensure timely resolutions.

The ideal candidate has 1+ year in IT service/helpdesk, English communication skills, and experience with ITSM tools such as ServiceNow. A customer-focused mindset and proactive approach are essential for success in this global tech environment.