Service Desk Tier 2 Specialist

3 months ago

Jacksonville, United States Fidelity National Financial Full time
Overview

The Service Desk - Tier 2 Specialist provides second tier/escalation technical support of business-critical services for internal and external customers while providing excellent customer service.

Duties

• Field and troubleshoot incidents and requests via phone and email in ServiceNow ITSM platform leveraging internal knowledge base and resources through resolution.
• Proactively collect and validate detailed information to effectively articulate incident factors to appropriate escalation resources when required.
• Maintain a working knowledge of FNF services and entities to provide specialized support as required.
• Must be self-directed; able to work independently and as a team player.
• Creates and manages escalation procedures and ensures service levels are maintained.
• Assists with performing quality control checks.
• Maintain a working knowledge of FNF services and entities to provide customized support as required.
• Seek opportunities for continuous improvement with an emphasis on delivering and optimizing support of services.

Education

Bachelor's degree in Computer Science or Information Technology desirable.

Experience

4+ years of experience in an IT Support role or equivalent education.

Additional Information

REQUIREMENTS:

• Excellent communication skills.
• Strong troubleshooting and analytical skills.
• Ability to communicate complex issues in an articulate fashion.
• Ability to coordinate.
• Detail oriented and highly motivated.
• Productive in a fast-paced call center environment.
• Ability to multitask while maintaining workload and participating in projects as needed.
• Self-starter that enjoys collaborating and working in teams.

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