- Senior
- 2+ years
Senior Service Desk Associate providing first‑contact support for a global 24x7 service desk.
Responsibilities
- Provide first‑contact support via telephone, web portal, email and chat
- Prioritize incidents and service requests to meet SLAs
- Escalate incidents to appropriate technicians
- Document and track incidents in ServiceNow
- Use remote tools and diagnostic utilities for troubleshooting
Requirements
- High school diploma or equivalent
- Associate's or Bachelor's degree in technology‑related field (preferred)
- Nice to have: Comptia A+
- Nice to have: Comptia Network+
- Nice to have: ITIL certifications