Minimum of 2-3 years of customer service, service desk, technical support, or IT operations experience. Ability to adhere to defined processes and procedures, suggest improvements, and work within established project methodologies.
Numbers & Facts
Location
Austin, TX
Description
Strong customer service mindset with excellent verbal and written communication skills.
Ability to prioritize competing activities and perform effectively in a fast-paced support environment.
Experience working with ticketing, case management, or IT service management platforms.
Strong organizational skills and attention to detail.
Ability to analyze information, assess priorities, and make sound decisions under pressure.
Demonstrated ability to work collaboratively across multiple teams and stakeholders.
Experience managing customer communications and expectations throughout a support engagement.
Understanding of service desk operations, incident management, request fulfillment, and escalation processes.
Minimum of 2-3 years of customer service, service desk, technical support, or IT operations experience.
ITIL Foundation certification is considered an asset.
Experience with ServiceNow is required.
College education, or equivalent experience in an IT service desk environment.
Basic IT troubleshooting skills, with the ability to diagnose common hardware, software, and connectivity issues.
Working knowledge of MS Windows and MS Office in addition to IT service management platforms.
Ability to adhere to defined processes and procedures, suggest improvements, and work within established project methodologies.
Availability to work rotational shifts in a 24x7 operation.