Service Desk Technical Support Specialist

3 weeks ago


Jacksonville, Florida, United States Fidelity National Financial Full time
Job Summary

The Service Desk - Tier 2 Specialist provides technical support of business-critical services for internal and external customers while delivering exceptional customer service.

Key Responsibilities
  • 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.
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.
Education and Experience

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

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



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