• Job Summary: Serve as the first contact point within the Service Desk offering level 0 and level 1 support to Company associates and internal customers via phone calls, live chat support and manage non-critical single user escalation requests
• Addresses and resolves reported non-major incidents and requests; logs all incidents and requests in ServiceNow
• Reassigns tickets to other support groups where First Call Resolution is not possible
• Creates a positive customer support experience and builds strong relationships through clear problem understanding, ensuring timely resolution or escalation and handling customers with a consummately professional attitude
• Analyzes and resolves incidents and requests regarding use of application software or hardware
• Responsible for case ownership through the engagement of other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and customer communication is complete
• Works shift patterns as assigned to support associates and internal customers 24x7x365
• Documents all relative case information in ServiceNow to include troubleshooting steps, business/customer impact, and screenshots, if applicable
• Meets and exceeds all defined performance metrics on a consistent basis which results in positive CSat and QA scorecards
• Continuous growth in general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve incidents and requests on first contact
• Create or update knowledge articles to promote customer self-service and improve First Call Resolution of requests and incidents within the Service Desk
• Available for after hours and on-call support as needed to maintain business continuity
• Adheres to Code of Conduct and Mission and Value statements
• Successfully completes required Corporate and Service Desk training objectives
• Can work remotely or within an office environment and maintain productivity without supervision

Performs other duties as assigned

• Minimum of 1 years of experience in Service Desk or similar environment
• Experience with ServiceNow ITSM usage and workflows
• Exceptional customer support and interpersonal skills
• Excellent written and verbal communication (with a focus on listening); Superior telephone etiquette
• Requires strong interpersonal skills including initiative, problem analysis, attention to detail and sound judgment when making decisions
• Able to multi-task and open to assigned flexible hours and on-call rotation
• Aptitude to resolve technical issues and conduct system checks to ensure First Call Resolution
• Ability to communicate resolutions using business terminology
• Requires basic working knowledge of all hardware/software concepts, including all supported Microsoft and network management tools
• Professionalism and inclusiveness within a team environment while working with all levels
• Ability to perform basic troubleshooting to identify root cause and resolve the issue or reassign the ticket as needed
• High School Diploma or equivalent required
• Basic knowledge of IT technologies, cloud architecture and supporting tools

Proficient with Microsoft Office365 tools