Service Desk Agent

Job Summary

To provide essential first-level support, the remote, shift-based Service Desk Agent will manage user communications, perform incident triage, and document issues while working flexible hours outside standard business times.

Key Responsibilities

• Handle incoming user communications through phone calls and email
• Create and assign incidents in ServiceNow based on the nature of user issues
• Monitor incident status and communicate progress to relevant parties

Required Qualifications

• Hands-on experience with ServiceNow
• Strong ITIL Service Management knowledge
• Previous experience in a Service Desk role
• Bachelor's degree in Computer Science, Information Technology, Engineering, Business Administration, or a related field is preferred
• Ability to work flexible shifts outside standard business hours