Service Desk Agent

Job Summary

To provide first-level support and incident management, the remote, shift-based Service Desk Agent will handle user communications, classify issues, and monitor incident resolution 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 issue classification
• Monitor incident status and communicate updates to relevant parties

Required Qualifications

• Hands-on experience with ServiceNow
• Strong knowledge of ITIL Service Management
• 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