USA_Support Executive

Pay Rate Range : $19.37-24.24 / hr.

GBaMS ReqID : 10316441

Job Description :

1st agent : 7 am - 4 pm EST

2nd Agent : 7 : 30 am - 4 : 30 pm EST

3rd Agent : 8 am - 5 pm EST

4th Agent : 8 : 30 am - 5 : 30 pm EST

For 1 Call Support role one of the requirement is to ensure the candidate should support / available from 7 am ET onwards

Provide the Service Desk as a single point of contact (SPOC) for providing end-to-end ownership User Calls Incidents and management of all Service Requests, including logging, tracking, resolution, and reporting in the ITSM System (ServiceNow).

• Support Windows 11 upgrade calls Provide request fulfillment for Service Requests as assigned.
• Provide communication with all relevant stakeholders during Incident response, informing of progress and advising on work arounds.
• Support Service Request fulfillment and Incident management for all Vanguard end users devices, including desktop, laptop, mobile devices and other form factors.
• Provide self-serve capabilities for common requests for Service Desk.
• Request fulfillment of work items that come through ServiceNow for Endpoint Services and Mobility Services (i.e. internet trusted sites requests, various VDI related tasks)
• Support Major Incident calls for Workplace Services.

Skills : Category Name Required Importance Experience SkillCategoryTest1_MN Incident Management Yes 1 4-7 years