Job Details

The OT Service Desk acts as the first point of contact for all Operational Technology (OT) support requests and incidents. The purpose of this role is to ensure timely, accurate, and efficient handling of OT-related tickets, alerts, and service requests in alignment with ITSM processes. This includes logging, categorizing, and routing incidents to the appropriate resolver groups, maintaining SLA compliance, and providing clear communication to end users and technicians.



Key Role: 

 

• Provide First-Level Support: Assist end-users by troubleshooting OT-related issues, performing account maintenance, and delivering basic training where required.
• Ticket Management: Log, categorize, and prioritize incidents and service requests in ServiceNow, ensuring accurate routing and SLA compliance.
• Collaborate for Process Efficiency: Streamline workflows, and perform standard administration functions as needed.
• Resolve Cross-Functional Issues: Handle Level 1 OT incidents and escalate complex issues to appropriate resolver groups promptly.
• Perform Diagnostic Tests: Execute industry-standard tests to identify and resolve faults in OT systems and infrastructure.
• Communicate Effectively: Explain technical solutions in clear, non-technical language to end-users and stakeholders.
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• Develop Technical Knowledge: Continuously build expertise in monitoring, diagnosing, and resolving OT-related problems.
• Adhere to Standards: Follow SOPs, technical documentation, and architectural guidelines to maintain quality and compliance.
• Knowledge Management: Document resolutions and contribute to knowledge articles to support self-help and reduce repeat incidents.
• Additional Duties: Perform other responsibilities as assigned by management, including improvement initiatives.

Qualifications: 

• Relevant Qualifications and Information Technology Certifications:
• A+ –
• N+ –
• ITIL V4
• N courses certification – advantageous
• Dell / HP Hardware certifications – advantageous
• Cisco CCNA – advantageous
• MCP / MCSE - advantageous
• Project skills / Qualifications – advantageous
• UndergraduatePostgraduate IT qualification – advantageous