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Our client is a leading oil and gas company. Responsibilities: IT Service Request & Ticket Management Manage and monitor IT service requests (ITSM tickets) from users Categorize and prioritize tickets according to service impact and urgency Review and coordinate ticket assignments to appropriate IT specialists Track ticket progress and follow up to ensure timely resolution Identify opportunities to improve workflow efficiency and ticket handling processes Initial Technical Review & Escalation Control Review collected user-reported issue details for completeness and accuracy Validate root cause analysis and troubleshooting steps Ensure proper documentation of resolution attempts using knowledge bases and available tools Monitor and control proper escalation to relevant IT teams when necessary IT Service Performance Reporting Collect and consolidate IT service performance data Analyze service trends, recurring incidents, and performance metrics Prepare IT service performance reports Present reports and insights to stakeholders ITSM Tools & System Support Maintain accuracy and updates of the IT knowledge base Manage user access to ITSM tools and systems Provide guidance to users on ITSM tool usage Report and coordinate resolution of ITSM system-related issues Knowledge Management Monitor and track the latest IT issues and solutions Update the IT knowledge base with new and relevant information Ensure documentation remains accurate, structured, and up to date Cross-Functional Collaboration Participating in IT team meetings and improvement initiatives Provide feedback and recommendations to enhance IT service processes Support the implementation of IT operational and service improvement initiatives Required Skills: Technical Skills Basic understanding of ITSM frameworks such as ITIL Knowledge of Windows operating systems and Microsoft Office Strong computer literacy Familiarity with common ITSM tools and platforms Soft Skills Strong analytical and problem-solving skills Effective verbal and written communication skills Excellent teamwork and interpersonal abilities Eagerness to learn, adaptable, and able to work in a fast-paced environment Qualifications: Degree in Information Technology or a related field Minimum of 3 years of experience in structured IT service management or IT support environments