Overview
Skills
Job Details
Role Title: Help Desk Analyst
Location: Remote
Shift Timings: Help Desk Analyst MUST have ability to operate in shifts outside standard working hours.
Night shift during the week: 8 PM to 5 AM
Weekend shifts: One of the 3 below shifts.
- 5 AM to 1 PM
- 1 PM to 9 PM
- 9 PM to 5 AM
Agents who are slotted to work a shift on Saturday will work the same shift on Sunday.
Required Skills:
- ITIL Service Management; Information Technology (IT);Service Desk; Call Triage and incident creation; previous ServiceNow experience is required.
- **MUST have ability to operate in shifts outside standard working hours.
Preferred Skills: Experience with reporting creation within ServiceNow.
Responsibilities
1) Field incoming user communication via phone call or email, perform initial support and analysis to understand classification and issue.
2) Create and assign incidents in ServiceNow to associated assignment groups based on the nature of the issue.
3) Monitor the status and progress of issues towards resolution and communicate to relevant parties on incident progress.
4) Experience working with cloud-based telephony system a plus