This position is responsible for overseeing the ServiceNow ticket queue at all locations and providing L1 support on these tickets and escalating the tickets to their appropriate resolution group.**ESSENTIAL DUTIES AND RESPONSIBILITIES**:- Should have good knowledge of working on preparing assets for new joiners- Decision making skills in respect of setting proper priority for an Incident or request- Technical background and ability to learn and absorb technology quickly- Good knowledge of Operating systems. Applications used in organizations- Good troubleshooting skill- Should have good knowledge of network components and devices- Prior experience in a Customer HUB or Customer Care function for an Enterprise Software is highly desired- Willingness to work in 24/7 module- Should possess good reporting skills- Responsible for escalating requests and issues to internal or external support resources and Subject Matter Experts when necessary- Supporting users in the use of the ServiceNow platform by providing necessary advice and/or training- The ability to communicate effectively with people at all levels- The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem- The ability to work as part of a team and on their own initiative- Should possess good verbal and written communication skills- Other tasks and projects as assigned.- Cooperate with IT staff on all initiatives including after-hours support- Must have critical thinking skills.MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:- At least 4 to 5-year experience of working with IT OPS- Good knowledge of ITIL procedures- Good troubleshooting skills on windows and Network issues- Should possess excellent verbal and written communication skills in English**PREFERRED QUALIFICATIONS**:- Bachelor's degree in Business or Information Technology or like specialty strongly desired.- ITIL Foundation certification a plus.**PHYSICAL / MENTAL DEMANDS AND WORKING ENVIRONMENT**:**PHYSICAL DEMANDS**- Most tasks are performed indoors. Temperature is moderate.- Must be able to sit at a desk for up to 8 hours per day. Walking and standing are occasionally required. Length of time of these tasks may vary from day-to-day and task-to-task.- Requires dexterity to use and operate all necessary equipment.- Ability to spend extended lengths of time viewing a computer screen.- Requires normal range of hearing and vision.**MENTAL DEMANDS**- Emotional stability and personal maturity are important attributes in this position.- Must be able to analyze complex information.- Must be able to resolve problems and make effective decisions under pressure.- Must handle novel and diverse work problems on a daily basis.- Ability to plan, organize and prioritize multiple tasks.
