Description

You will provide technical support and incident management for end users in a high-volume environment.

Responsibilities

• Resolve end-user incidents and service requests within agreed SLAs to achieve first-call resolution.
• Create, categorize, and document tickets in the ITSM tool, ensuring all pertinent information and worklogs are captured.
• Manage the full lifecycle of incidents and requests, including proper escalation to L2 support groups and maintaining ownership until resolution.
• Utilize and contribute to the Knowledgebase by creating or updating SOPs, tip sheets, and procedure documentation.
• Perform remote desktop support and troubleshoot desktop, application, and networking issues.

Required Skills

• 5+ years of experience in technical support roles.
• Proficiency with Service Now or similar ITSM tools.
• Strong desktop support and Windows Operating System troubleshooting skills.
• Experience with remote desktop support and VPN clients such as Cisco AnyConnect or Global Protect.
• Foundational knowledge of networking concepts and security authentication tools like Cisco DUO, Google Authenticator, or RSA SecurID.
• Hands-on experience supporting MS Office products, Adobe Acrobat, and common desktop applications.
• Proven ability to follow escalation processes and shift hand-over procedures.
• Ability to work with minimal supervision and make sound decisions regarding user queries.

Preferred Skills

• Experience identifying continuous improvement opportunities for service desk management.

Key Skills

Education

Any Gradute