Technical Support Associate

Job Title: Service Desk AnalystLocation: Plano, TXWork Mode: Remote Pay rate - $16.00/HR USD and BenefitsJob details:Seeking a professional with a minimum of 12-18 months of Service Desk experience. Ideal applicants have the following qualifications and experience.Possible career progression for right candidates.Qualifications:·Excellent Customer Service/Phone Skills·Excellent Communication Skills - both written and verbal·Tier 1 support for Enterprise/IT applications·Experience of working within ServiceNow·Understanding of ITIL practices·Willingness to work in a 24/7 environment.Responsibilities:·To deliver a Tier 1 support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web, and chat.·Actively troubleshoot to identify, assess, record, resolve and/or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.·Ensure Customer Service Level Agreements are met or exceeded.·Respond to customer enquiries in a timely and efficient manner.·Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format.·Execute transactions as per prescribed guidelines and timelines.·Ensure customer/user confidentiality and data protection at all times.