Description

Manage Level 1 and 1.5 service incidents and requests from report to resolution, serving as the single point of contact for user support.

This role is on-site.

Responsibilities

• Resolve end-user help requests, including password resets, MS Office, and Windows issues, aiming for first-call resolution.
• Triage and document tickets, ensuring accurate transfers and escalations per service level agreements (SLA).
• Monitor open ticket progress, close resolved items, and follow paging procedures to meet SLA targets.
• Maintain technical knowledge of Service Desk tools, including ServiceNow, and contribute to process improvements.

Required Skills

• 5+ years of experience in IT service desk, analysis, or system implementation roles.
• Proficiency with ServiceNow and IT service management workflows.
• Strong troubleshooting skills for Windows OS and MS Office applications.
• Ability to work independently and collaboratively in a fast-moving team environment.
• Experience working various shifts and visiting multiple locations as needed.
• Excellent communication skills for providing positive client experiences.

Preferred Skills

• Bachelor’s or Master’s degree in Management, Business Administration, or a relevant field.
• Familiarity with EDP applications and data processing programs.

Key Skills

Education

Any Gradute