Description

You provide technical support via calls, chats, and remote tools to resolve user issues.

This role is on-site.

Responsibilities

• Manage and resolve support tickets within ServiceNow while adhering to established SLAs.
• Perform Active Directory tasks including account creation, password resets, and account unlocks.
• Troubleshoot Microsoft Office application issues using remote support tools.
• Handle user inquiries via phone and chat, ensuring targets for AHT and ASA are met.
• Escalate out-of-scope technical issues to the appropriate specialized teams.

Required Skills

• 5+ years of experience in a Service Desk or technical support role.
• Proficiency with ServiceNow for ticket management.
• Hands-on experience with Active Directory administration.
• Technical knowledge of troubleshooting Microsoft Office applications.
• Experience meeting SLA, AHT, and ASA performance metrics.
• Strong written and verbal communication skills.
• Ability to resolve user issues with empathy and professionalism.

Preferred Skills

• Bachelor's degree or equivalent graduate qualification.

Key Skills

Education

Any Gradute