Service Control ITSM L1

Duties and responsibilities:

• Incidents and service requests´logging and re-/categorization, interpreting complex technical concepts into understandable language for non-technical users, ensuring clear communication among technical teams.

• Catch and dispatch of tickets, focus on I&O queue management, offering timely and quality assistance and meeting Service Level Agreements.

• 1st-level incidents and service requests, troubleshooting problems, and offering solutions to ensure effective use of technology resources.

• Handle issues independently and alongside the IT teams.

• Keep users informed about the status of their tickets/requests, and confirm the resolution of client issues.

• 24x7 availability, working rotating shifts.

• On-call trigger, support on initiating the major/P1 incident procedure.

• Maintain I&O contact matrix and distribution lists, support on organization communication.

• Identify recurring technical issues and patterns, contributing insights to continuous improvement efforts, automation opportunities and proactive problem-solving.

• Maintain thorough records of technical issues, solutions, and user interactions to create a knowledge base for future reference in ServiceNow Knowledge Base.

• ServiceNow users´ administration (access management, standard changes, small demand, reporting creation, catalog mgmt. and groups´ admin.).

• General support on ITSM duties, execution of operational tasks, related to event & configuration mgmt., knowledge mgmt., chatbots workflows alignments.

Experience and knowledge:

• More than 2 years of experience as an IT help desk technician, in service desk support or related IT-related position.

• Proficiency in using help desk ticketing systems, remote support tools, and diagnostic utilities, such as ServiceNow, Jira and Google Suite.

• Familiarity with ITIL (Information Technology Infrastructure Library) and Agile practices is preferred.

• Understanding and technical knowledge of IT infrastructure, computer hardware, mobile devices, software, operating systems, and troubleshooting is beneficial.

• Advanced English

Skills:

• Problem-solving ability to analyze and troubleshoot technical issues while thinking critically and finding practical solutions.

• Time management and organization, dealing with multiple support requests, prioritizing tasks and meeting deadlines and SLAs.

• Excellent communication skills to effectively communicate with end users, understand their technical issues, and provide clear instructions and solutions.

• Customer-centric approach, ensuring user satisfaction throughout the support process.

• Adaptability and flexibility, as technology landscapes are constantly evolving and the role woks in 24x7 rotating shifts.