IT Service Desk

Overview

Field incoming tickets / Phone calls / Chat from end-users to resolve application issues. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. Prioritize, schedule, and administer all instances where issues are reported. Perform user guidance at Level 1 and 1.5 wherever possible and strive for first-call resolution. Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Communicate application problems and issues to key stakeholders, including Management, Development teams, End-users, and Managers. Working experience in Service Now is a mandate. Identify and learn appropriate software applications used by End User. Candidates must have customer service, accurate and logical problem solving and communication skills, and the ability to work in a team environment.

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