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Technical Support Analyst
1 week ago
Working with one of the top financial clients this role calls for a Technical Support Analyst (ITIL & ServiceNow) who will be responsible for providing data entry and business analytics in the ServiceNow Hardware Asset Management Module in support of activities such as enterprise hardware refresh, hardware orders, governance of hardware assets, track and manage lifecycle of both physical and consumable assets. The ideal candidate has experience with Service Now and Service Now Hardware Asset Management and has attended ITIL Training,
Responsibilities:
- Provides technology-based customer service support and conducts first-level analysis to resolve end-user incidents/issues working with technology groups, to resolve within established timeframes.
- Provide courteous, efficient, and professional customer service to ensure inquiries, problems and issues are resolved promptly and effectively under all conditions
- Ensure change activities are performed on time, minimizing risk to the service/business environment
- Identify, resolve, or escalate service delivery issues and/or complaints
- Maintain proficient knowledge of tools, processes, procedures, and resources necessary to assist in problem determination as well as recovery
- Maintain proficient knowledge of technology components, applications, clients/customers and business services
- Prioritize activities to ensure the time invested is appropriate to the availability impact
- Provide seamless integration of activities and processes, recognizing system interdependencies
- Act as an information source to colleagues, business partners and clients/customers
- Ensure prompt and timely updates to service issues, and follow through on outstanding problems.
- Experience with Service Now
- Proficient in Excel
- ITIL knowledge
- Strong MS Office (Excel, Word, PowerPoint,Outlook)
- 2 Year College Degree or Diploma from an accredited institution
- Experience with ITAD
- Working knowledge of Service Now HAM
- ITIL/Service Now Certification
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