Job Description

<div>
 <strong>
  Short Description
  <br/>
  <br/>
 </strong>
 Managing and triaging incidents and requests through ServiceNow, providing daily support to both walk-in and remote users. The ideal candidate will possess excellent soft skills and thrive in a challenging user environment.
 <br/>
 <br/>
 <strong>
  Complete Description
  <br/>
  <br/>
 </strong>
 Key Responsibilities:
 <br/>
 <br/>
 Triage and Manage Incidents: Efficiently
 <br/>
 <br/>
 triage and prioritize incidents and service requests using ServiceNow.
 <br/>
 <br/>
 User Interaction: Provide daily
 <br/>
 <br/>
 assistance to walk-in users and remote users, helping them assess and resolve
 <br/>
 <br/>
 their IT issues.
 <br/>
 <br/>
 Answering Phones: Respond promptly to
 <br/>
 <br/>
 phone inquiries, providing immediate support and resolving user issues or
 <br/>
 <br/>
 directing calls as necessary.
 <br/>
 <br/>
 Customer Service: Exhibit strong
 <br/>
 <br/>
 interpersonal skills and maintain a high level of customer service, ensuring a
 <br/>
 <br/>
 positive user experience.
 <br/>
 <br/>
 Problem-Solving: Quickly identify,
 <br/>
 <br/>
 troubleshoot, and resolve technical issues, escalating complex problems when
 <br/>
 <br/>
 necessary.
 <br/>
 <br/>
 Documentation: Accurately document all
 <br/>
 <br/>
 incidents, requests, and resolutions in ServiceNow.
 <br/>
 <br/>
 Collaboration: Work closely with other IT
 <br/>
 <br/>
 team members to ensure seamless support and knowledge sharing.
 <br/>
 <br/>
 Office Presence: Be available and present
 <br/>
 <br/>
 at the office from 8:00 AM to 5:00 PM to assist users in person.
 <br/>
 <br/>
 Work Schedule: Monday - Friday Onsite
 <br/>
 <br/>
 <strong>
  Qualifications
  <br/>
  <br/>
 </strong>
 Proven experience in a Service Desk or IT support role.
 <br/>
 <br/>
 <strong>
  Required 2 Years Of Technical Support Experience.
  <br/>
  <br/>
 </strong>
 Proficiency in using ServiceNow for incident and
 <br/>
 <br/>
 request management.
 <br/>
 <br/>
 Excellent communication and interpersonal
 <br/>
 <br/>
 skills.
 <br/>
 <br/>
 Strong problem-solving abilities and technical
 <br/>
 <br/>
 troubleshooting skills.
 <br/>
 <br/>
 Ability to work effectively in a high-demand
 <br/>
 <br/>
 environment with challenging users.
 <br/>
 <br/>
 Commitment to maintaining a high level of
 <br/>
 <br/>
 customer satisfaction.
 <br/>
 <br/>
 <strong>
  Preferred Qualifications
  <br/>
  <br/>
 </strong>
 Previous experience in a similar Service Desk or support and problem
 <br/>
 <br/>
 resolution role.
 <br/>
 <br/>
 Technical Certifications preferred: Candidate should have one of the
 <br/>
 <br/>
 following certifications A+, Network+, or Security +, or a minimum 2 years of
 <br/>
 <br/>
 technical support skills on in a Service Desk role.
 <br/>
 <br/>
 Familiarity with remote support tools and
 <br/>
 <br/>
 techniques
</div>