Service Desk ProfessionalSeeking a professional with a minimum of 12-18 months of service desk experience. Ideal applicants have the following qualifications and experience. Possible career progression for right candidates.Qualifications:Excellent Customer Service/Phone SkillsExcellent Communication Skills—both written and verbalTier 1 support for Enterprise/IT applicationsExperience of working within ServiceNowUnderstanding of ITIL practicesWillingness to work in a 24/7 environment.Responsibilities:To deliver a Tier 1 support service via the Service Desk, receiving incidents and service requests from various routes, including telephone, web, and chat.Actively troubleshoot to identify, assess, record, resolve and/or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes, and in a professional and customer sensitive manner.Ensure Customer Service Level Agreements are met or exceeded.Respond to customer enquiries in a timely and efficient manner.Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format.Execute transactions as per prescribed guidelines and timelines.Ensure customer/user confidentiality and data protection at all times.