L1 IT Support Specialist – Hybrid Helpdesk & Growth

iSoftStone; Turkey; Hybrid; TRY 180,000 - 260,000; Full time

Job summary

iSoftStone seeks an IT Support Specialist (Disabled Candidates) in Istanbul for a hybrid, full-time role. You will oversee L1 service desk operations, ensuring safe, efficient execution aligned with company standards.

Responsibilities include logging, classifying, and resolving incidents, maintaining clear user communication, and supporting global/local IT projects with escalation when needed.

Qualifications

• 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 skills.
• Ability to manage and resolve conflicts effectively.
• Excellent communication and interpersonal skills
• Participate and support projects, global and local meetings
• Deep experience on 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.

Job description

iSoftStone seeks an IT Support Specialist (Disabled Candidates) in Istanbul for a hybrid, full-time role. You will oversee L1 service desk operations, ensuring safe, efficient execution aligned with company standards.

Responsibilities include logging, classifying, and resolving incidents, maintaining clear user communication, and supporting global/local IT projects with escalation when needed.