remote
Enterprise Service Desk Analyst - ABACUS
Software Engineer
Enterprise Service Desk Analyst who triages, resolves, and escalates client and system requests using ITIL best practices and ServiceNow, delivering exceptional support and maintaining SLA compliance.
About the role
Key Responsibilities
- Act as the first point of contact for all client and system-generated tickets, triaging and prioritizing incidents according to documented policies.
- Resolve incidents within SLA, or accurately document and forward to appropriate escalation teams.
- Maintain detailed, up-to-date records in ServiceNow, ensuring accurate status and resolution notes.
- Collaborate with cross‑functional teams to troubleshoot complex issues and implement root‑cause solutions.
- Provide proactive communication to stakeholders, keeping them informed of progress and resolution timelines.
Requirements
- Proven experience in an enterprise service desk or help desk environment.
- Strong knowledge of ITIL framework and incident management processes.
- Hands‑on experience with ServiceNow or equivalent ticketing platform.
- Excellent problem‑solving skills and ability to work under pressure.
- Effective written and verbal communication skills, with a customer‑centric mindset.
Skills
itilservicenowcustomer support