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.
Managing the entire Shift, assigning the ticket to the Agents in the shift at regular interval of time.
Assist users with PC hardware, software, printer, or other IT-related issues.
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
PC hardware, software, printer troubleshooting
Prioritize incidents and service requests
Remote tools and diagnostic utilities
Nice-to-have
Customer friendly mindset
Team player
Highly self-motivated
Keen attention to detail
Customer service orientation
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