We are looking for a IT Service Desk Agent II to join our team. This role provides frontline technical support to end-users, troubleshooting hardware and software issues, and escalating complex problems as needed.
Responsibilities - Provide first‑line technical support to end‑users via phone, email, or chat.
- Troubleshoot and resolve hardware and software issues efficiently.
- Escalate complex technical issues to senior support staff or relevant teams.
- Support users through the resolution of self‑service or agent‑created incidents.
- Properly categorize and prioritize incidents in ServiceNow.
- Monitor and track the resolution progress, ensuring timely updates to users.
- Escalate incidents to Tier 2/3 teams as applicable and in accordance with documented policies.
- Assist with the submission of service requests for end‑users, either through self‑service promotion or on behalf of users as applicable.
- Prov...