Help Desk Ticket Support Specialist

3 weeks ago


West Conshohocken, Pennsylvania, United States ASM Global Full time
Job Summary

ASM Global is a world-leading venue management company and producer of live event experiences. We are seeking a skilled Help Desk Ticket Support Specialist to join our team.

This role will be responsible for managing our ServiceNow ticket platform, ensuring timely resolution of customer requests, and providing exceptional support to our internal teams and external partners.

The ideal candidate will have a strong background in help desk and ticket management, with experience working with ServiceNow and other IT support tools.

Key Responsibilities:

  • Manage and prioritize help desk tickets to ensure timely resolution and customer satisfaction
  • Develop and maintain help desk procedures and documentation for efficient troubleshooting
  • Develop and maintain Service Level Agreements for each ticket type, product, and support level
  • Monitor and analyze help desk performance metrics, such as response time and ticket resolution rate
  • Meet with business teams providing second-level support to review performance, meeting SLAs, and driving end-user satisfaction
  • Identify trends and escalate these back to product owners to facilitate resolution of the issue vs. the symptom
  • Work and close tickets as applicable
  • Identify training needs and provide ongoing coaching for employees handling second-level support
  • Collaborate with other departments, such as IT, Finance, Procurement, Marketing, and others to ensure issues are addressed in a timely manner and tickets updated and closed as appropriate
  • Coordinate with first and third-level support teams on efficiency, communication, and SLA compliance
  • Ensure compliance with company policies and procedures

Qualifications:

  • Background in help desk and ticket management
  • Working knowledge of ServiceNow
  • Functional understanding of finance is a plus
  • Desired Experience:
    • Microsoft Dynamics 365
    • PowerBI
    • Familiarity with M365
  • Skills and Abilities:
    • Ability to contribute to a team environment across all levels with a high degree of professionalism
    • Strong communication skills, both verbal and written
    • Support Level 2 employees for D365
    • Understand and comply with Internal Control Standards


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