Help Desk / Call Center

Introduction:

As a member of our help desk / call center team, you will be responsible for providing technical support to end users with varying IT skillsets. You will utilize incident management, call tracking, and ticketing software, preferably ServiceNow, to troubleshoot and resolve issues efficiently.

Responsibilities:

• Provide support to end users with IT-related concerns and issues
• Utilize incident management, call tracking, and ticketing software to log and track reported issues
• Troubleshoot and resolve technical problems in a timely manner
• Escalate complex issues to the appropriate team for quick resolution
• Communicate effectively with end users to ensure a positive support experience
• Maintain accurate records of all support activities and solutions provided
• Collaborate with team members to share knowledge and improve overall support processes

Requirements:

Required Skills:

• Experience in a help desk or call center environment
• Proficiency in incident management processes
• Familiarity with ServiceNow or similar ticketing software
• Strong troubleshooting and problem-solving skills
• Excellent communication and customer service skills