Round-the-Clock IT Service Desk Pro

XTIUM; United States; On-site; USD 28,000 - 33,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

401(k)

Flexible Paid Time Off

Job summary

XTIUM’s 24/7 global Enterprise Service Desk delivers frontline IT support for end users, addressing hardware, software, accounts, and password resets via phone, email, and chat. You will use ServiceNow and the knowledge base to resolve issues efficiently while escalating complex cases appropriately.

Join a collaborative team, participate in ongoing training, and contribute to a white-glove customer experience, helping us meet SLAs in a fast-paced environment and providing exceptional service

Qualifications

• 2+ years of service desk experience in an MSP environment.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and a customer-centric approach.
• Ability to work under pressure and manage multiple priorities.
• Experience with Windows OS, Office 365, Azure AD, Active Directory, and Exchange/Office 365.
• Familiarity with IT Service Management concepts; ITIL knowledge or certification preferred.
• Technical certifications such as CompTIA, A+, MSCE are a plus.
• Experience using the ServiceNow ticketing system.

Responsibilities

• Provide end user technical support via phone, email, chat, and self-service portals.
• Diagnose and resolve issues with desktops, laptops, printers, peripherals, and software.
• Assist with password resets, account unlocks, and access requests.
• Provide remote assistance when applicable.
• Troubleshoot network connectivity issues including VPN and internet access.
• Document incidents and requests in the ServiceNow ITSM system.
• Escalate complex issues to higher-level support when needed.
• Adhere to SLAs and meet performance targets.
• Contribute to knowledge base to improve efficiency.
• Drive customer satisfaction through proactive communication and first-call resolution.

Skills

Communication

Customer focus

Team collaboration

Problem solving

Time management

ITIL awareness

MS Office 365

Remote support tools

Education

Bachelor's degree in Computer Science / Information Systems

Tools

ServiceNow

Remote support tools

Job description

XTIUM’s 24/7 global Enterprise Service Desk delivers frontline IT support for end users, addressing hardware, software, accounts, and password resets via phone, email, and chat. You will use ServiceNow and the knowledge base to resolve issues efficiently while escalating complex cases appropriately.

Join a collaborative team, participate in ongoing training, and contribute to a white-glove customer experience, helping us meet SLAs in a fast-paced environment and providing exceptional service