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.
Serves as a point of escalation for Service Desk Associates and escalates incidents with accurate documentation to suitable technician, when required.
Plans, conducts and directs the analysis of business problems with automated systems solutions and alerts management to emerging trends in incidents.
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
English communication skills
Nice-to-have
Customer friendly mindset
Team player
Highly self-motivated
Keen attention to detail
Continual improvement suggestions
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