Job Description

Job Information


Date Opened


04/17/2025
Industry


Technology
Job Type


Full-time
Work Experience


2-5
City


Hyderabad
State/Province


Andra Pradesh
Country


India
Zip/Postal Code


500081

Details of the role / application, as appropriate:

You will be responsible for logging IT Service Desk cases, providing triage support via phone, case, or email, and ensuring timely resolution of customer issues. Key responsibilities include: Performing initial triage of customer cases using documented solutions/workarounds, Escalating cases to SMEs when required. Supporting users with walkthroughs and guidance on the ServiceNow platform. Identifying documentation gaps and creating Knowledge Base articles. Participating in UAT and assisting peers with case handling. This role requires working from the office five days a week. There are two different shifts--Shift 1: 8:00 AM to 5:00 PM and Shift 2: 1:00 PM to 10:00 PM. Please note, there are no night shifts.

Key responsibilities and expected 'output':

ServiceNow is seeking a motivated Customer Support Representative to join its Customer Support team. You will support ServiceNow's global customer base by providing high-quality service and ensuring a positive customer experience on the ServiceNow platform.

'Required' tech stack and other related details:

Customer Support, Case Logging, ServiceNow Platform, SaaS Application Troubleshooting, IT Service Desk, Technical Support, Knowledge Base Creation, Communication (written & verbal), ITIL Fundamentals

'Good to have' tech stack and other related details:

Customer Support, Case Logging, ServiceNow Platform, SaaS Application Troubleshooting, IT Service Desk, Technical Support, Knowledge Base Creation, Communication (written & verbal), ITIL Fundamentals

Any other information considered 'critical' / 'Useful':

o Any IT or Engineering graduates from a recognized university. o Technical background and an ability to learn and absorb technology quickly. o Great written and verbal communication skills o Prior experience working in a helpdesk environment over phone, using technical skills to resolve end user issues on a first call resolution basis.