Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues
Job Summary
Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
Serve as a point of escalation for Service Desk Associates and escalate incidents with accurate documentation to suitable technician, when required.
Document processes and maintain service desk records, supporting organization functions like Infrastructure, Security, and Applications.
Matching Summary
Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
Skills & Requirements
Must-have
First contact support
24x7 support organization
ITSM tool ServiceNow
Remote tools and diagnostic utilities
Continual improvement suggestions
Nice-to-have
Customer friendly mindset
Team player
Keen attention to detail
Highly self-motivated and directed
Key Requirements
Minimum of 2 year of relevant work experience
High school diploma or equivalent
Associate's or Bachelor’s degree in technology-related field a plus
Comptia A+, Comptia Network +, and ITIL certifications a plus
Exceptional customer service orientation
Ability to effectively prioritize and execute tasks