Service Desk Level 1 Agent Support

Job Description:

Service Desk - Level 1 Agent Support

Role

Roles in this Job Family design solution deploy migrate manage and change infrastructure services End User Services across all related technologies. Including but not limited to servers storage mainframe networks AD Modern Device Management Intelligent Collaboration IT (HW&SW) Asset Management Services Field Services and Technical Service Desk.

provide first-tier support for IT service requests and incidents through the ServiceNow platform.

Responsibilities

• Handle incoming requests and incidents via phone email and chat.
• Log and categorize issues in ServiceNow accurately.
• Perform basic troubleshooting and escalate unresolved cases.
• Provide users with timely updates and resolution guidance.
• Maintain documentation and adhere to defined SLAs.

• Offer foundational technical support in infrastructure services providing assistance in routine tasks.
• Participate in basic monitoring and routine

  ServiceNow - Level 1 Agent Support - Analyst II

  Role

  Roles in this Job Family design solution deploy migrate manage and change infrastructure services End User Services across all related technologies. Including but not limited to servers storage mainframe networks AD Modern Device Management Intelligent Collaboration IT (HW&SW) Asset Management Services Field Services and Technical Service Desk.

  provide first-tier support for IT service requests and incidents through the ServiceNow platform.

  Responsibilities

• Handle incoming requests and incidents via phone email and chat.
• Log and categorize issues in ServiceNow accurately.
• Perform basic troubleshooting and escalate unresolved cases.
• Provide users with timely updates and resolution guidance.
• Maintain documentation and adhere to defined SLAs.
• Offer foundational technical support in infrastructure services providing assistance in routine tasks.
• Participate in basic monitoring and routine troubleshooting of infrastructure systems.
• Collaborate with team members to address infrastructure challenges and daily operational tasks.
• Develop and improve technical skills through on-the-job experience.
• Show eagerness to learn and gain expertise in infrastructure services.
• Follow established best practices and standards in infrastructure service delivery.

• Basic Qualifications:

• Bachelors degree in a relevant field or equivalent combination of education and experience
• Typically 1 years of relevant work experience
• Proven experience in infrastructure technology analysis
• Basic understanding of IT service desk processes.
• Familiarity with ServiceNow or similar ticketing tools is a plus.
• Customer-focused with a helpful and professional attitude.

• Other Qualifications:

• An advanced degree in a relevant field is a plus
• Relevant certifications such as CompTIA A Microsoft Certified: Azure Fundamentals or Google Cloud Associate are a plus
• troubleshooting of infrastructure systems.
• Collaborate with team members to address infrastructure challenges and daily operational tasks.
• Develop and improve technical skills through on-the-job experience.
• Show eagerness to learn and gain expertise in infrastructure services.
• Follow established best practices and standards in infrastructure service delivery.

Basic Qualifications:

• Bachelors degree in a relevant field or equivalent combination of education and experience
• Typically 1 years of relevant work experience
• Proven experience in infrastructure technology analysis
• Basic understanding of IT service desk processes.
• Familiarity with ServiceNow or similar ticketing tools is a plus.
• Customer-focused with a helpful and professional attitude.

Other Qualifications:

• An advanced degree in a relevant field is a plus
• Relevant certifications such as CompTIA A Microsoft Certified: Azure Fundamentals or Google Cloud Associate are a plus

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