Description

You will manage end-to-end ticket progression within ServiceNow to ensure timely resolution for end users.

Responsibilities

• Manage and progress tickets logged in ServiceNow by priority and business impact.
• Troubleshoot, diagnose, and resolve issues related to laptops, desktops, mobile devices, and peripherals.
• Provide regular status updates to end users and escalate issues to resolver groups or vendors when necessary.
• Document troubleshooting steps, situational facts, and communications in the knowledge base.
• Coordinate with third-party vendors to manage the asset management lifecycle.

Required Skills

• 5+ years of experience in a technical support or service desk role.
• Proficiency with ServiceNow for ticket management.
• Strong troubleshooting and diagnostic skills for hardware and software.
• Experience supporting Mac, PC, iOS, and Android operating systems.
• Hands-on experience using LogMeIn for remote desktop troubleshooting.
• Ability to manage asset lifecycles and vendor coordination.

Preferred Skills

• Conduct onboarding orientations and provide basic hardware and software usage training to users.

Key Skills

Education

Any Graduate