Service IT Support

Key

Skills:

IT Service Desk / Technical Support, Incident Management, Call Management / Ticket Handling, ITSM Processes, Service Now, Ops Ramp, Active Directory (AD), Microsoft Exchange, Microsoft 365 (O365), User Account Creation & Administration, First Line Resolution / L1 Support, SLA Management

Location:

Charleston, VA

We at Coforge are hiring IT Service Desk Professionals with 3-4 years of experience in Incident Management, Service Now, Ops Ramp, Active Directory, Exchange, and Office 365. Strong troubleshooting, customer support, ITSM process knowledge, and excellent communication skills are required. Candidates should be comfortable working in rotational shifts and delivering high-quality technical support.

• Incident Management:
  To ensure all calls are updated and resolved within SLA targets; provide above customer expectation service; undertake first line resolution activities; participate in the ongoing review and maintenance of the IT Service Desk processes; and take part in knowledge sharing activities to include both business and technical knowledge sharing.
• Call Management:
  Deliver best practices of call management by ensuring that all calls are logged accurately within IT Service Desk and capturing detail & correct information pertaining to all inbound calls.

• Shift Rotation: Take part in a shift rotation to ensure that adequate cover is provided 7 days per week including weekends and bank holidays.
• Communication: Write and speak fluently on all aspects of work and communicate effectively; actively communicate and seek feedback from colleagues and customers; be proactive in working with others to improve IT Service Desk customer experience.
• General: Undertake any necessary training associated with the duties of the post and participate in training and development procedures; maintain confidentiality and observe data protection guidelines; carry out any other reasonable duties in line with capability.
• ITSM process + Tools: Understanding of ITSM process; understanding of Ops Ramp and Service Now; hands‑on experience of Active Directory, Exchange, O365 (new user ) etc.

• 3-4 year experience in IT or similar customer support/service delivery role; excellent customer service skills with a high level of focus on quality; ability to communicate in a clear and professional manner; problem solving and analytical skills and ability to work under pressure; excellent interpersonal skills (verbal and written); clear understanding and interest in current and emerging IT technologies; beneficial to have an awareness of the IT industry in general;
  
  an understanding and interest in the use of IT within business functions.