Tier 1 Service Desk Specialist (ServiceNow)

Overview

The Tier 1 Service Desk Specialist is responsible in providing technical support to clients, diagnosing and resolving complex technical issues, and managing inquiries efficiently to ensure high levels of customer satisfaction.

Responsibilities

• Review and prioritize incoming incidents in your queue based on urgency and complexity.
• Ensure timely and efficient resolution of technical issues within standard timeframes.
• Track the progress of each ticket and provide regular updates on status to internal and external stakeholders.
• Identify root causes of problems and implement solutions or workarounds as necessary.
• Collaborate with key technical leaders to gain an understanding of the platform and applications.
• Collaborate with other technical support agents and internal teams to resolve complex issues and share knowledge.
• Escalate unresolved or particularly challenging tickets...