Hybrid Tier 1 IT Support Specialist (ServiceNow)

Tech Mahindra; Dallas (TX); Hybrid; USD 18,000 - 26,000; Full time

Benefits offered by this job

Hybrid work (1 day in office, 4 days/5

Job summary

Tech Mahindra is seeking a Service Desk professional with 12-18 months of experience for a Hybrid role (1 day in office, 4 days remote) in Dallas. The position pays $16.00 per hour USD and includes benefits.

Core duties include Tier 1 support, incident handling, and first-line troubleshooting for enterprise IT applications. Candidate should excel in customer service and communication, be willing to work a 24/7 shift pattern, and have familiarity with ServiceNow and ITIL practices.

Qualifications

• 12-18 months of Service Desk experience.
• Excellent customer service and phone skills.
• Strong written and verbal communication.
• Experience with Enterprise IT applications.
• Familiarity with ServiceNow.
• Understanding of ITIL practices.
• Willingness to work in a 24/7 environment.

Responsibilities

• Deliver a Tier 1 support service via the Service Desk from multiple channels (phone, web, chat).
• Troubleshoot to identify, assess, record, resolve, and/or escalate incidents and service requests within SLAs.
• Ensure Customer Service Level Agreements are met or exceeded.
• Respond to customer inquiries in a timely and efficient manner.
• Document interactions on the customer's account using prescribed formats.
• Perform transactions per guidelines and timelines while maintaining data privacy.

Skills

Customer service

Communication skills

Tier 1 support

ITIL practices

24/7 environment

Tools

ServiceNow

Job description

Tech Mahindra is seeking a Service Desk professional with 12-18 months of experience for a Hybrid role (1 day in office, 4 days remote) in Dallas. The position pays $16.00 per hour USD and includes benefits.

Core duties include Tier 1 support, incident handling, and first-line troubleshooting for enterprise IT applications. Candidate should excel in customer service and communication, be willing to work a 24/7 shift pattern, and have familiarity with ServiceNow and ITIL practices.