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Application Support- Service Desk

Company: Insight Global Parent
Location: Atlanta
Posted on: September 16, 2021

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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