Don't miss updates, tips, webinars!Subscribe now
Job Description: We are currently seeking a Service Desk Team Member who will specialize in managing our Army Enterprise Service Management Platform( AESMP), a ServiceNow ticketing system. The ideal candidate will serve as the frontline for customer support interactions, adeptly addressing technical queries and ensuring the smooth operation of our ticketing process. This role is crucial for managing service requests, driving issue resolution, and upholding the continuity of service operations.
Job Description:Diligently monitor the AESMP/ServiceNow ticketing system and manage the helpdesk phone line within business hours.Work in concert with IT support staff to accelerate resolution processes, ensuring stakeholders are kept informed on the progress of support tickets.Execute comprehensive initial assessments of incoming tickets, resolving those within the service desk’s domain of expertise.Assure accurate and prompt ticket routing to the appropriate specialized support teams or services, depending on the nature of the issue.Sustain uninterrupted operation of the AESMP/ServiceNow ticketing system, monitor system health, and address any operational hindrances.Create and maintain procedural documentation for ticket routing to ensure operational clarity and support service continuity.
Security Plus Certification
IT
100% remote in the United States
