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Job Description:Work with our Service Desk, Documentation, Remote Monitoring/Management, and all other system software to accept and resolve L1 and L2 service requests, incidents, and problems.Work with clients directly over the phone and using remote software.Monitor and respond to end user reported incidents and service requests (e.g., desktop and application) as they arise.Proactive identification and analysis of issues (including P1 incidents, logs, analysis) and manage problem through to resolution.Essential Duties and ResponsibilitiesServe as the first point of contact for customers seeking technical assistance over the phone or chatPerform remote troubleshooting through diagnostic techniques and pertinent questionsDetermine the best solution based on the issue and details provided by customersWalk the customer through the problem-solving processDirect unresolved issues to the next level of support personnelProvide accurate information on IT products or servicesRecord events and problems and their resolution in logsFollow-up and update customer status and informationPass on any feedback or suggestions by customers to the appropriate internal teamIdentify and suggest possible improvements on proceduresSkills and AbilitiesPhone support experience necessary.ITIL knowledge of V3 or V4. Especially on Service Desk, Incident, Problem, and Change ManagementTechnical helpdesk experience is necessary.Disciplined, systematic problem-solving skills required.Hands-on work experience with the following:Windows Operating systemsClients: Windows7, Windows 10ITSM ticketing tools Service NowMS Office Suite (2016): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio.Internet/Edge browsers (e.g., Explorer, Chrome, Firefox).VPN and remote dial-in usersSupport for laptop, desktops, and printersMDM supportOthers: Adobe Acrobat and other common desktop applicationsEducation / ExpertiseCandidate must possess at least a Bachelor's/College Degree, Computer Science/Information Technology, Engineering (Computer/Telecommunication), Science & Technology or equivalent.At least 1-year prior experience in Service Desk for experienced resources.Experience with mobile device troubleshooting (iPhones, iPads, Android phones/tablets)Intermediate to Advanced skills encompassing:Desktop OS troubleshooting skills across all current versionsMicrosoft Office 365 troubleshooting and configuration skills