ServiceNow Ticketing toll experience is must
- Knowledge of Service Desk Roles and responsibilities.
- Minimum 3 to 5 years' experience in a Service Desk Analyst role / IT Support in a global organization.
- Delivering customer service through multiple channels including Inbound and Outbound calls, chat and Self-service.
- Identify and diagnose issues and problems
- Categorize and record reported queries and provide solutions
- Support problem identification
- Advise users on appropriate course of action
- Monitor issues from start to resolution
- Escalate, if needed, unresolved problems to a higher level of support
- Managing one or more customer service or service desk functions.
- Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services.
- Delivering customer service through multiple channels including calls, chat and self-service
- Continuous Service Improvement.