IT Support Specialist

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

IT Support Specialist

Turkiye , İstanbul | Hybrid | Full-Time |

About The Role

We are looking for a proactive and dedicated Service Desk Specialist to join our team. In this role, you will oversee L1 support operations, ensuring that all activities are executed safely, efficiently, and in alignment with our company standards.

What We Are Looking For

• Minimum 1 year experience on IT Service/Helpdesk L1 Support .
• University degree (2-year or 4-year) in Information Technology, Computer Science, or a related field.
• Strong analytical and problem-solving skill s.
• Ability to manage and resolve conflicts effectively .
• Excellent communication and interpersonal skills
• Participate and support projects, global and local meeting meetings
• Deep experience on using ITSM tools (ServiceNow preferred).
• Good command of English, both written and spoken.

What You Will Do

• Log and manage all Service Desk interactions, ensuring accurate documentation in the ITSM tool.
• Classify and prioritize incidents and service requests in line with urgency and business impact.
• Troubleshoot first-line issues and ensure timely resolution or escalation when required.
• Route tickets to backline teams and track progress through to closure, maintaining full ownership.
• Maintain clear, professional communication with end users and IT stakeholders.
• Support global and local IT projects, including participation in relevant meetings and activities.
• Ensure adherence to operational procedures, runbooks, and escalation standards.
• Provide out-of-hours escalation support for business-critical incidents to ensure service continuity.

iSoftStone is a global IT service and consulting company that creates value and drives success through technology solutions, service excellence, and digital innovation. With 20 delivery centers and more than 90,000 employees worldwide, iSoftStone is proud to serve some of the world’s most well-known businesses, including 90+ Fortune Global 500 companies.

Visit us at https://www.isoftstoneinc.com .

iSoftStone is committed to the practice of equal opportunity for all its employees and applicants in employment, and does not discriminate on the basis of race or ethnicity, color, age, national origin, religion, creed, marital status, sex, pregnancy, gender, gender identity, sexual orientation, status as an honorably discharged veteran or disabled veteran or military status, political affiliation or belief, citizenship/status as a lawfully admitted immigrant authorized to work in the United States, or presence of any physical, sensory, or mental disability. In addition, reasonable accommodation will be made for known physical or mental limitations for all otherwise qualified persons with disabilities .