Senior Help Desk Analyst – ServiceNow & ITIL Expert

Progressive Recruitment; City of Syracuse (NY); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading staffing company in Syracuse seeks a candidate to manage incident tickets using Service Now and provide high-quality technical support. The role requires strong customer service and communication skills to assist field engineers and manage user issues effectively. Candidates should have experience in IT systems and a good understanding of ITIL processes. This position offers a chance to work in a dynamic environment and contribute to enhancing service delivery.

Qualifications

• Excellent customer service and telephone communication skills.
• Experience in active directory for backend systems.
• Experience in IT systems and managing incident tickets.
• Strong analytical skills to identify trends.
• Knowledge of ITIL governance and control processes.

Responsibilities

• Utilize Service Now to manage incident tickets.
• Provide technical support to resolve tickets quickly.
• Manage field engineer user issues at first contact.
• Keep users informed of issue resolution progress.
• Analyze and monitor open incidents for escalations.

Skills

Customer service skills

Technical configuration changes

Problem solving

Analytical skills

Knowledge Management concepts

ITIL governance processes

Excellent communication

Attention to detail

Job description

A leading staffing company in Syracuse seeks a candidate to manage incident tickets using Service Now and provide high-quality technical support. The role requires strong customer service and communication skills to assist field engineers and manage user issues effectively. Candidates should have experience in IT systems and a good understanding of ITIL processes. This position offers a chance to work in a dynamic environment and contribute to enhancing service delivery.