Receive and respond to help desk phone calls and emails
Troubleshoot and resolve application-related issues
Identify hardware vs. application problems and log incidents
Create and manage ServiceNow incidents for all requests
Escalate issues according to defined procedures
Guide users through step-by-step problem resolution
Research issues using technical databases and internal resources
Provide timely status updates and accurate solutions
Follow quality standards and document time spent on tasks
Assist with software installations, updates, and basic computer repairs
Support senior technical staff with reports and data gathering
Perform limited physical tasks (report delivery, cable cleanup, equipment moving)

Requirements

Help Desk / Call Center Support – 3+ years
ServiceNow incident creation and escalation – 3+ years
Phone and email support responsiveness – 3+ years
Software installation and updates – 3+ years
Computer repairs and troubleshooting – 3+ years
Running reports and administrative support – 1+ year
Basic equipment handling and cable cleanup – 1+ year
Strong written and verbal communication skills
Ability to work effectively in a team environment

Benefits

Strong customer service and communication skills are essential

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

help desk supportcall center supportServiceNow incident managementsoftware installationsoftware updatescomputer repairstroubleshootingreport generationadministrative supportcable cleanup

Soft Skills

strong written communicationstrong verbal communicationteamworkproblem resolutionresponsiveness