Service Desk - Level 1 Agent Support

About
Roles in this Job Family design, solution, deploy, migrate, manage, and change infrastructure services, End User Services across all related technologies. Including but not limited to servers, storage, mainframe, networks, AD, Modern Device Management, Intelligent Collaboration, IT (HW&SW) Asset Management Services, Field Services, and Technical Service Desk. Provide first-tier support for IT service requests and incidents through the ServiceNow platform.

Responsibilities

• Handle incoming requests and incidents via phone, email, and chat.
• Log and categorize issues in ServiceNow accurately.
• Perform basic troubleshooting and escalate unresolved cases.
• Provide users with timely updates and resolution guidance.
• Maintain documentation and adhere to defined SLAs.
• Offer foundational technical support in infrastructure services, providing assistance in routine tasks.
• Participate in basic monitoring and routine troubleshooting of infrastructure systems.
• Collaborate with team members to address infrastructure challenges and daily operational tasks.
• Develop and improve technical skills through on-the-job experience.
• Show eagerness to learn and gain expertise in infrastructure services.
• Follow established best practices and standards in infrastructure service delivery.

Requirements

• Bachelor's degree in a relevant field or equivalent combination of education and experience.
• Typically, 1+ years of relevant work experience.
• Proven experience in infrastructure technology analysis.
• Basic understanding of IT service desk processes.
• Familiarity with ServiceNow or similar ticketing tools is a plus.
• Customer-focused, with a helpful and professional attitude.

Other Qualifications

• An advanced degree in a relevant field is a plus.
• Relevant certifications, such as CompTIA A+, Microsoft Certified: Azure Fundamentals, or Google Cloud Associate, are a plus.