Application Support- Service Desk
Company: Insight Global Parent
Location: Atlanta
Posted on: September 16, 2021
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Job Description:
Create incidents for each issue reported by end-users through
chat, over the phone and by email in ServiceNow; taking detailed
notes on the issue and providing a high level of customer
service.
Update users and associated incidents daily with the latest,
detailed notes and verifying issues are resolved before marking
them as such.
Assist with escalations to Application Support team, properly
document, troubleshoot, and resolve appropriately.
Escalate any issues that are un-resolvable by the Application
Support team to the proper Product/Development teams.
Coordinate with Vendors, Product teams and SRE team to resolve
system issues
Requirement gathering from the business on possible enhancements or
bugs when required
Make use of provided remote tools including SCCM to assist remote
users with issues
Make use of the Knowledge Base to research common issues and
how-tos, recommending updates as needed for internal systems
Previous Application Support experience
Customer Service/Internal support experience
Basic SQL Scripting
Experience working in Jira
ServiceNow (or another ticketing system)
Keywords: Insight Global Parent, Atlanta , Application Support- Service Desk, Other , Atlanta, Georgia
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