Service Desk Agent
2 weeks ago
JOB TITLE - SERVICE DESK AGENT
DUTIES AND RESPONSIBILITIES:
- Incident Handling: Ticket Resolution: Receive, log, and categorize incidents and service requests.
Troubleshooting: Diagnose and resolve technical issues or escalate them to the appropriate support groups.
- Customer Interaction. User Support: Provide frontline support to end-users, addressing their technical issues or inquiries. Communication: Maintain clear and concise communication with users, keeping them informed about the status of their requests.
- Knowledge Base Utilization: Documentation: Contribute to and utilize a knowledge base for known issues and solutions. Self-Help Guidance: Provide users with guidance to resolve common issues independently.
Hardware Support: Provide basic support for hardware-related issues, such as computer peripherals and mobile devices.
- Ticket Management. Ticket Prioritization: Prioritize and manage the resolution of incidents based on urgency and impact. Documentation: Keep detailed records of user interactions and actions taken in the ticketing system.
- Escalation: Escalation Procedures: Follow established procedures for escalating complex issues to higher-level support teams. Coordination: Collaborate with other IT teams to ensure timely resolution of escalated issues.
SKILLS/EXPERIENCE REQUIRED:
- 3-5 years’ experience in ServiceNow, Service Desk call handling
**Job Types**: Full-time, Permanent
**Experience**:
- Service Desk call handling: 3 years (preferred)
- ServiceNow: 3 years (preferred)
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