JOB DETAILS

Job Function:

• Serving as Tier 1 Help Desk support for ServiceNow applications, addressing phone, email, and web support queries from users.
• Engaging in troubleshooting and diagnostic techniques to assist users with their technical inquiries.
• Documenting essential end user information, including user details and the nature of the issue, in the trouble ticketing system.
• Managing ticketing queues to adhere to defined Service Level Agreements (SLAs).
• Conducting post-resolution follow-ups to ensure user satisfaction and problem resolution.
• Creating and maintaining Knowledge Articles, and identifying gaps in instructions to enhance the quality of articles.
• Collaborating both independently and as part of the team to ensure seamless support operations.
• Maintaining clear and concise communication, both written and verbal, while addressing client queries.
• Escalating complex problems promptly to Tier 2 for further assistance.

Job Requirements:

• High School diploma or equivalent.
• A minimum of 2 years of relevant Technical Support experience.
• Expertise in working with ticketing systems.
• Knowledge or experience with the ServiceNow platform, ideally holding the ServiceNow Certified System Administrator (CSA) certification.
• Familiarity with ITIL practices and working within a multi-vendor ITIL environment.

Disclosure: The hourly rates and/or salaries listed may or may not reflect total compensation packages including bonus and fringe benefits, etc., nor are the advertisement(s) posted a guarantee of a certain compensation package for a position or bona fide offer of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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