Service Desk Tier 1 Overnight
Service Desk Tier 1 Overnight
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2-4years
30 - 30
1 Vacancy
Job Description
- Answer incoming calls emails and other communication channels from endusers seeking technical assistance and support.
- Provide firstlevel troubleshooting and technical support to endusers for hardware software network and other ITrelated issues.
- Conduct system checks and diagnostics to identify and resolve technical issues in a timely manner.
- Utilize ServiceNow ticketing system to log track and prioritize incoming service requests and incidents.
- Resolve a wide range of ITrelated problems including password resets software installations printer setups and connectivity issues.
- Escalate complex and unresolved issues to Tier 2 support or appropriate internal teams while ensuring proper documentation of the escalation process.
- Maintain accurate and uptodate records of service requests incidents and resolutions in the ticketing system.
- Provide clear and concise instructions to endusers on technical issues and resolutions both in verbal and written communication.
- Collaborate with other team members to contribute to knowledge base articles and continuously improve support processes.
- Ensure compliance with established IT policies procedures and security protocols.
- High school diploma or equivalent; relevant technical certifications or coursework is a plus.
- Previous experience in a customer service or technical support role is preferred.
- Proficiency in using ServiceNow or similar ticketing system is strongly preferred.
- Basic understanding of IT concepts including hardware software networking and operating systems.
- Excellent communication skills both verbal and written with the ability to explain technical concepts to nontechnical users.
- Strong problemsolving skills and the ability to think logically and analytically.
- Ability to work in a fastpaced environment and handle multiple tasks simultaneously.
- Strong customer service orientation with a genuine desire to assist endusers.
- Willingness to learn and adapt to new technologies and tools.
- This is a contract position located onsite.
- The role involves working closely with other IT support team members as well as collaborating with various departments across the organization.
Previous experience in a customer service or technical support role is preferred. Proficiency in using ServiceNow or similar ticketing system is strongly preferred. Basic understanding of IT concepts, including hardware, software, networking, and operating systems. Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users. Strong problem-solving skills and the ability to think logically and analytically. Ability to work in a fast-paced environment and handle multiple tasks simultaneously. Strong customer service orientation with a genuine desire to assist end-users. Willingness to learn and adapt to new technologies and tools.
Education
High school diploma or equivalent; relevant technical certifications or coursework is a plus.
Employment Type
Full Time
