Service Desk Agent

To provide first-level support and incident management, the remote, shift-based Service Desk Agent will handle user communications, classify issues, and monitor incident resolution while working flexible hours outside standard business times. Key Responsibilities Handle incoming user communications through phone calls and email Create and assign incidents in ServiceNow based on issue classification Monitor incident status and communicate updates to relevant parties Required Qualifications Hands-on experience with ServiceNow Strong knowledge of ITIL Service Management Previous experience in a Service Desk role Bachelor's degree in Computer Science, Information Technology, Engineering, Business Administration, or a related field is preferred Ability to work flexible shifts outside standard business hours