Service Desk IT Support

Coforge Limited; Charleston (WV); Presencial; USD 42 000 - 56 000; Tempo integral

Resumo da oferta

Coforge Limited is hiring an IT Service Desk professional in Charleston, WV for onsite support. You will handle incidents, perform first line resolutions and manage calls in a busy service desk environment.

Required 3-4 years of IT or customer support experience, knowledge of ITSM processes, and proficiency with ServiceNow and Office 365. Strong communication and teamwork are essential in a rotating shift role.

Qualificações

• 2-5+ years of IT service desk/incident management experience.
• Strong troubleshooting and customer communication skills.
• Experience with ITSM processes and tools, including ServiceNow and OpsRamp.

Responsabilidades

• Manage incidents to resolve within SLA targets and provide timely updates.
• Handle first line resolution and log calls with complete details.
• Participate in IT service desk process reviews and knowledge sharing.
• Deliver best practices in call management and ensure accurate call logging.

Conhecimentos

IT Service Desk

Incident Management

ServiceNow

OpsRamp

Active Directory

Exchange

Microsoft 365

L1 Support

SLA Management

Ferramentas

ServiceNow

OpsRamp

Descrição da oferta de emprego

Key Skills: IT Service Desk / Technical Support, Incident Management, Call Management / Ticket Handling, ITSM Processes, ServiceNow, OpsRamp, Active Directory (AD), Microsoft Exchange, Microsoft 365 (O365), User Account Creation & Administration, First Line Resolution / L1 Support, SLA Management.

Experience: 2-5+ Years

Location: Charleston, WV (Onsite)

We at Coforge are hiring IT Service Desk Professionals with 3-4 years of experience in Incident Management, ServiceNow, OpsRamp, Active Directory, Exchange, and Office 365. Strong troubleshooting, customer support, ITSM process knowledge, and excellent communication skills are required. Candidates should be comfortable working in rotational shifts and delivering high-quality technical support.

Key Responsibilities

• Incident Management: To ensure all calls are updated and resolved within SLA targets.
• Incident Management: To endeavor to provide an Above Customer Expectation Service.
• Incident Management: Undertake first line resolution activities.
• Incident Management: Participate in on-going review and maintenance of the IT Service Desk processes.
• Incident Management: Take part in knowledge sharing activities to include both business and technical knowledge sharing.
• Call Management: Deliver best practices of call management.
• Call Management: To ensure that all calls are logged accurately within IT Service Desk.
• Call Management: Capture detail & correct information pertaining to all inbound calls.

Required Skills & Experience

Shift Rotation

• To take part in a shift rotation to ensure that adequate cover is provided 7 days per week including weekends and bank holidays.

Communication

• Writes and speaks fluently on all aspects of work and communicates effectively.
• Actively communicate and seek feedback from colleagues and customers.
• Be proactive in working with others to improve IT Service Desk customer experience.

General

• Undertakes any necessary training associated with the duties of the post and participates in training and development procedures.
• Maintains confidentiality and observes data protection guidelines.
• Carries out any other reasonable duties in line with their capability.

ITSM process + Tools

• Understanding of ITSM process.
• Understanding of Ops Ram and Service Now.
• Hands on experience of Active directory, Exchange, O365 (new user ID creation) etc.

Preferred Skills

• 3-4 year experience in IT or similar customer support/service delivery role.
• Excellent customer service skills with a high level of focus on quality.
• Ability to communicate in a clear and professional manner.
• Problem solving and analytical skills and ability to work under pressure.
• Excellent inter-personal skills (verbal and written).
• Clear understanding and interest in current and emerging IT technologies.
• Beneficial to have an awareness of the IT industry in general.
• An understanding and interest in the use of IT within business functions.