Description

Job Summary
We are seeking a ServiceNow Tier 1 Analyst to provide support for IT service requests and incidents. The ideal candidate will be responsible for monitoring, managing, and resolving tickets through the ServiceNow platform while ensuring excellent customer service and timely issue resolution.

Key Responsibilities:
• Monitor and manage incidents, service requests, and tasks within ServiceNow.
• Provide first-level technical support to end users via phone, email, and chat.
• Log, categorize, prioritize, and track support tickets.
• Troubleshoot and resolve basic hardware, software, email, VPN, and access-related issues.
• Perform password resets, account unlocks, and user access requests.
• Escalate unresolved or complex issues to Tier 2 support teams.
• Maintain accurate documentation of incidents and resolutions.
• Follow established ITIL processes and Service Level Agreements (SLAs).
• Update users regularly regarding ticket status and resolution progress.
• Assist with onboarding and offboarding activities.
• Create and maintain knowledge base articles when applicable.
• Ensure a high level of customer satisfaction through effective communication and support.

 Required Skills
• Experience working with ServiceNow or similar ticketing systems.
• Basic understanding of Incident, Request, and Problem Management.
• Knowledge of Windows operating systems and Microsoft Office 365.
• Strong troubleshooting and analytical skills.
• Excellent verbal and written communication skills.
• Ability to multitask and manage priorities in a fast-paced environment.
• Familiarity with ITIL processes is preferred.

 Preferred Qualifications
• ServiceNow Fundamentals Certification (preferred).
• ITIL Foundation Certification (preferred).
• Experience in a Help Desk or IT Support environment

Key Skills

Education

Any Graduate