Service Desk Agent

We are seeking a Tier 1 Service Desk Agent to provide remote technical support during night and weekend shifts. The ideal candidate will have experience handling service desk operations, delivering excellent customer support, and working with ServiceNow to manage and track incidents. This role requires the ability to efficiently triage issues and escalate them to the appropriate application support teams when necessary.

Job Title:

Service Desk Agent Location:

Remote Position:

1

Work Schedule:

Weekdays:

8 PM CST to 5

AM CST Weekends:

Rotational shifts

• 5 AM CST to 12 PM CST
• 12 PM CST to 8 PM CST
• 8 PM CST to 5

AM CST Responsibilities:

• Provide Tier 1 service desk support for end users during night and weekend shifts
• Answer inbound calls and respond to service requests in a professional and timely manner
• Log and manage incidents and service requests using ServiceNow
• Perform initial troubleshooting and resolve basic technical issues
• Escalate complex issues to application support teams for resolution
• Maintain clear and accurate documentation of incidents, updates, and resolutions
• Ensure high levels of customer satisfaction through effective communication and support

Required Skills:

• Intermediate experience with ServiceNow
• Advanced experience in Help Desk or Service Desk support
• Strong communication and customer service skills
• Ability to handle high volume support calls and manage incidents effectively
• Willingness to work night shifts and rotating weekend schedules

Preferred Skills:

• Previous Tier 1 Service Desk experience
• Experience with IVR systems and telephony environments
• Experience supporting enterprise applications and end users remotely

Job Location :

Clarksville, Tennessee, United States