Job Title : Service Desk Specialist
Contract duration : 6 months
Job Location : Raleigh, NC 27603
Job Description :
- Strong experience with Active Directory and ServiceNow ticketing system.
- Specialized knowledge and experience in service desk and account management.
- Supports end user password resets.
- Instructs users via phone and / or email on the basic functionality of desktop applications.
- Follows detailed procedures while making recommendations for routine problem solutions.
- Takes calls from end users verifying their identity, demographics and communicating effectively to understand their request.
- Enters information into the ServiceNow call tracking system and monitors to ensure customer service needs are met for all computer and network related issues.
- Ability to troubleshoot data and application access issues and adjust Active Directory properties as needed.
- Ability to capture incidents and resolve incidents within ServiceNow and issues identified by the business with the ability to document resolutions providing weekly status reports to Management.
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