Short Description :
Managing and triaging incidents and requests through ServiceNow, providing daily support to both walk-in and remote users.
The ideal candidate will possess excellent soft skills and thrive in a challenging user environment.
Complete Description :
Key Responsibilities :
Triage and Manage Incidents : Efficiently
triage and prioritize incidents and service requests using ServiceNow.
User Interaction : Provide daily
assistance to walk-in users and remote users, helping them assess and resolve
their IT issues.
Answering Phones : Respond promptly to
phone inquiries, providing immediate support and resolving user issues or
directing calls as necessary.
Customer Service : Exhibit strong
interpersonal skills and maintain a high level of customer service, ensuring a
positive user experience.
Problem-Solving : Quickly identify,
troubleshoot, and resolve technical issues, escalating complex problems when
necessary.
Documentation : Accurately document all
incidents, requests, and resolutions in ServiceNow.
Collaboration : Work closely with other IT
team members to ensure seamless support and knowledge sharing.
Office Presence : Be available and present
at the office from : AM to : PM to assist users in person.
Work Schedule : Monday - Friday Onsite
Qualifications :
Proven experience in a Service Desk or IT support role.
Required years of technical support experience.
Proficiency in using ServiceNow for incident and
request management.
Excellent communication and interpersonal
skills.
Strong problem-solving abilities and technical
troubleshooting skills.
Ability to work effectively in a high-demand
environment with challenging users.
Commitment to maintaining a high level of
customer satisfaction.
Preferred Qualifications :
Previous experience in a similar Service Desk or support and problem
resolution role.
Technical Certifications preferred : Candidate should have one of the
following certifications A+, Network+, or Security +, or a minimum years of
technical support skills on in a Service Desk role.
Familiarity with remote support tools and
techniques
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