IT Support Specialist

iSoftStone; Fatih; Hybrid; TRY 167,000 - 301,000; Full time

Job summary

iSoftStone is seeking a proactive IT Support Specialist in Istanbul for a hybrid, full-time role. You will oversee L1 support operations, ensuring incidents are documented and resolved promptly to maintain service continuity.

Responsibilities include logging and prioritizing tickets in ITSM, triaging issues, routing to backline teams, and supporting global/local IT projects. Strong English, analytical thinking, and a customer focus are essential for success.

Qualifications

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

Responsibilities

• 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.

Skills

L1 Support

Analytical thinking

Conflict resolution

Communication

Meetings & collaboration

ITSM Tools

English proficiency

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

Job description

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. We specialize in web and application development, software testing and support, data and content management, digital experience, accessibility, and data for machine learning and AI. 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 .