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.
Manage the entire shift, assign tickets to agents, and provide guidance and support to agents.
Handle escalations, create training plans, and provide training to new joiners.
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
IT-related issue resolution
ServiceNow ITSM tool
24x7 support organization
Nice-to-have
Customer friendly mindset
Team player
Self-motivated and directed
Keen attention to detail
Key Requirements
Minimum of 2 year of relevant work experience
High school diploma or equivalent
Comptia A+, Comptia Network +, and ITIL certifications a plus
Associate's or Bachelor’s degree in technology-related field a plus