5+ years of experience in IT support or service desk roles
Proficient in using ServiceNow (SNOW) for ticket management
Strong problem-solving skills with the ability to exercise independent judgment
Experience in process improvement and system implementation
Familiarity with desktop terminal and printer hardware/software documentation
Ability to work collaboratively with diverse teams and stakeholders
Responsibilities
Provide first-level support and monitor all queues in ServiceNow (SNOW)
Develop methods and evaluation criteria for effective results
Drive process improvements through system enhancements
Coordinate the deployment of new software and hardware upgrades
Maintain documentation for desktop and printer hardware/software
Respond to priority incidents as part of the on-call schedule
Complete assigned Service Desk incidents independently
Benefits
Opportunity for professional development and training
Collaborative work environment with diverse teams
Exposure to new technologies and system implementations
Flexible work schedule with on-call support
Engagement in process improvement initiatives
Full Job Description
Role description
Job Description Service Desk Support P1
Provides first level support and monitor all the queues in SNOW
Exercises independent judgment in developing methods techniques and evaluation criteria for obtaining results
Manages and drives process improvement through implementation of new and refinement of existing Systems such as Help Desk and PC Management systems
Coordinates with the team preparing and deploying of new software enhancements and upgrades
Coordinates implementations and help implement new software and hardware upgrades
Maintains desktop terminal and printer hardware and software documentation
Participates in the on call schedule and responds to priority incidents as needed as well as updating problem project tracking records in a timely manner
Follow written SOP instructions and FAQs to provide guidance to LTIM customers and partners
Independently completes Service Desk related incidents as assigned eg office moves printer installation etc
Interacts with various internal and external contacts such as support teams System Engineers project teams Validation vendors and endusers to complete assignments
