The role involves providing first-contact support for incoming requests via telephone, web portal, email, and chat to ensure timely resolution of end-user issues
Job Summary
The role involves providing first-contact support for incoming requests via telephone, web portal, email, and chat to ensure timely resolution of end-user issues.
Candidates must be willing to work in all different shifts of a 24x7 support organization while prioritizing incidents according to defined SLAs.
The position requires recording, tracking, and documenting the service desk incident-solving process through the ITSM tool ServiceNow.
Matching Summary
The role involves providing first-contact support for incoming requests via telephone, web portal, email, and chat to ensure timely resolution of end-user issues.
Skills & Requirements
Must-have
First contact support via phone and chat
Troubleshoot Active Directory accounts
Resolve O365 application issues
Work in 24x7 shift environment
Document incidents in ServiceNow
Nice-to-have
Exceptional customer service orientation
Ability to absorb information quickly
Team-oriented collaborative mindset
Proven analytical problem-solving abilities
Develop help sheets and FAQ lists
Key Requirements
Minimum 1 year relevant work experience or specialized training
High school diploma or equivalent required
Associate's or Bachelor's degree in technology-related field preferred
Comptia A+, Comptia Network+, and ITIL certifications preferred