Techwave Consulting Inc
Service Desk Analyst
GDC Financial District, IN
Sponsorship not specifiedDetected 26 days ago
iOSAndroidCybersecurityJiraExcelProcess ImprovementERPCustomer SupportDNSVPNCommunicationProblem SolvingMentoring
About the role
- You will act as the first point of contact for IT-related incidents and service requests, ensuring timely resolution while maintaining a consistently high level of customer satisfaction.
Responsibilities
- Provide Tier 1 technical support for end users across a 24/7/365 service desk operation
- Utilize ServiceNow to document and track Incidents, Requests, and escalations in accordance with established SLAs
- Create, review, and maintain Knowledge Base articles to improve first contact resolution and self-service capabilities
- Deliver a high level of customer service while identifying opportunities for process improvement and service optimization
- Collaborate with other members of the Tech team to resolve complex issues in a timely fashion
- Proven experience in a Service Desk, Desktop / End User Support role with at least 3-5 years.
Requirements
- Ensure adherence to data security policies and demonstrate a strong understanding of information security best practices
Nice to have
- We ensure whoever is associated with the brand is being challenged at every step and is provided with all the necessary opportunities to excel in life.
- Techwave is a leading global IT and engineering services and solutions company revolutionizing digital transformations.
- Plus, we're a team of dreamers and doers who are pushing the boundaries of what's possible.
- Networking concepts (VPN, DNS, LAN/WAN)
- Endpoint security fundamentals
Skills
- Hands-on experience using ServiceNow ITSM
- Strong understanding of ITIL processes (Incident, Request, Knowledge, Problem, and Change Management).
- Demonstrated ability to work effectively in a fast-paced, high-pressure environment.
- Excellent written and verbal communication skills.
- ITIL Foundation certification
- Experience supporting users in a corporate IT environment
- Hands-on experience with:
- Windows OS and Apple macOS
- Microsoft 365 applications
- Active Directory (basic user administration)
- ITSM tools (e.g. ServiceNow, Remedy, Jira Service Management, or similar)
- Apple IOS and Android device troubleshooting
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This listing is sourced directly from Techwave Consulting Inc's careers page and normalized into a canonical job model.