Description

You serve as the escalation point for high-priority support issues, ensuring rapid resolution and clear communication with stakeholders.

This role is on-site.

Responsibilities

• Manage and resolve Service Now tickets within established deadlines, prioritizing tasks based on system and user requirements.
• Interpret end user license agreements and enforce processes established for the Service Desk.
• Facilitate meetings and work sessions, collaborating with supporting resources across business and functional lines.
• Apply strong analytical and problem-solving skills to diagnose technical issues and make informed decisions.

Required Skills

• 5+ years of experience in IT support or Service Desk operations.
• Proficiency with Service Now for ticket management and tracking.
• Excellent oral and written communication skills in English.
• Strong organizational, planning, and negotiation abilities.
• Ability to work independently and manage time effectively.
• Experience collaborating with cross-functional teams.

Preferred Skills

• Bachelor's degree in a relevant field.
• Proven track record in leadership or influencing without authority.

Key Skills

Education

Bachelor's degree