Service Desk Rep

Job description

Job Summary The Service Desk Representative II provides technical support and customer service for incident resolution and service requests. This role serves as the first point of contact for IT-related issues, including software, hardware, and network troubleshooting. Responsibilities include initial assessment, triage, research, and resolution of user-reported issues. The Service Desk Representative II collects and documents information through the ServiceNow ticketing system and escalates complex issues when necessary. Essential Functions: - Provides first-line troubleshooting and support for hardware, software, networking, and system issues, including desktops, laptops, mobile devices, printers, and network connectivity. - Addresses and resolves basic incidents and requests; logs all incidents and service requests in the ServiceNow ticketing system and escalates issues beyond scope as needed. - Uses the appropriate ServiceNow categories for logging incidents and requests, ensuring accuracy and efficiency in issue resolution. - Creates a positive customer support experience by demonstrating deep problem understanding, timely communication, and professional handling of all inquir...