This position is responsible for overseeing the ServiceNow ticket queue at all locations and providing L1 support on these tickets and escalating the tickets to their appropriate resolution group.
**ESSENTIAL DUTIES AND RESPONSIBILITIES**:
- Should have good knowledge of working on preparing assets for new joiners
- Decision making skills in respect of setting proper priority for an Incident or request
- Technical background and ability to learn and absorb technology quickly
- Good knowledge of Operating systems.
Applications used in organizations
- Good troubleshooting skill
- Should have good knowledge of network components and devices
- Prior experience in a Customer HUB or Customer Care function for an Enterprise Software is highly desired
- Willingness to work in 24/7 module
- Should possess good reporting skills
- Responsible for escalating requests and issues to internal or external support resources and Subject Matter Experts when necessary
- Supporting users in the use of the ServiceNow platform by providing necessary advice and/or training
- The ability to communicate effectively with people at all levels
- The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem
- The ability to work as part of a team and on their own initiative
- Should possess good verbal and written communication skills
- Other tasks and projects as assigned.
- Cooperate with IT staff on all initiatives including after-hours support
- Must have critical thinking skills.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:
- At least 4 to 5-year experience of working with IT OPS
- Good knowledge of ITIL procedures
- Good troubleshooting skills on windows and Network issues
- Should possess excellent verbal and written communication skills in English
**PREFERRED QUALIFICATIONS**:
- Bachelor's degree in Business or Information Technology or like specialty strongly desired.
- ITIL Foundation certification a plus.
**PHYSICAL / MENTAL DEMANDS AND WORKING ENVIRONMENT**:
**PHYSICAL DEMANDS**
- Most tasks are performed indoors.
Temperature is moderate.
- Must be able to sit at a desk for up to 8 hours per day.
Walking and standing are occasionally required.
Length of time of these tasks may vary from day-to-day and task-to-task.
- Requires dexterity to use and operate all necessary equipment.
- Ability to spend extended lengths of time viewing a computer screen.
- Requires normal range of hearing and vision.
**MENTAL DEMANDS**
- Emotional stability and personal maturity are important attributes in this position.
- Must be able to analyze complex information.
- Must be able to resolve problems and make effective decisions under pressure.
- Must handle novel and diverse work problems on a daily basis.
- Ability to plan, organize and prioritize multiple tasks.