Position Summary The IT Support Coordinator will be responsible for managing and coordinating IT support tickets within the ServiceNow platform. This role involves supporting timely resolution of IT issues, maintaining high levels of customer satisfaction, and optimizing the use of ServiceNow for efficient ticket management
Key Responsibilities:
Ticket Management:
1. Monitor and manage IT support tickets in ServiceNow.
2. Assign tickets to appropriate IT support staff based on priority and expertise.
3. Ensure tickets are resolved within the agreed Service Level Agreements (SLAs).
4. Escalate unresolved tickets to higher-level support or management as necessary.
Customer Support:
· Communicate effectively with users to understand their issues and prioritize their issues appropriately
· Ensure high levels of customer satisfaction through professional and courteous interactions.
ServiceNow Administration:
· Generate and analyze reports on ticket metrics to identify trends and areas for improvement.
· Maintain accurate and up-to-date documentation of ServiceNow configurations and processes.
Collaboration:
· Collaborate wth Cross-functional teams to ensure seamless service delivery
· Work closely with other IT professionals to enhance overall support processes.
Qualifications:
· Proficiency in ServiceNow platform
· Strong communications skills and customer-oriented mindset
· Ability to work well in a team environment and adapt to changing prioritities
Special Requirements Physical Requirements:
· Prolonged periods sitting at a desk and working on computer.
· Occasional walking between facilities.
· Occasional lifting, pushing, pulling up to 15 lbs
Encore Talent Solutions is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.
Encore Talent Solutions is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.
