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.
Prioritize incidents and service requests according to defined processes to meet defined SLAs.
Support organization functions like, Infrastructure, Security, Applications, etc and their tool, technologies 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
ITSM tool ServiceNow
24x7 support organization
Remote tools and diagnostic utilities
Continual improvement suggestions
Nice-to-have
Customer friendly mindset
Team player
Highly self-motivated
Keen attention to detail
Analytical and problem-solving abilities
Key Requirements
Minimum of 2 years relevant work experience
High school diploma or equivalent
Associate's or Bachelor’s degree in technology-related field
Comptia A+, Comptia Network +, and ITIL certifications
Exceptional customer service orientation
Ability to effectively prioritize and execute tasks
Experience working in a team-oriented, collaborative environment