Service Desk Agent

About Apexon

Apexon is a digital first technology services firm specializing in accelerating business transformation and delivering human centric digital experiences. We have been meeting customers wherever they are in the digital lifecycle and helping them outperform their competition through speed and innovation.

Apexon brings together distinct core competencies in AI, analytics, app development, cloud, commerce, CX, data, DevOps, IoT, mobile, quality engineering, and UX, along with deep expertise in BFSI, healthcare, and life sciences, helping businesses capitalize on the unlimited opportunities digital offers.

Our reputation is built on a comprehensive suite of engineering services, a dedication to solving clients' toughest technology problems, and a commitment to continuous improvement. Backed by Goldman Sachs Asset Management and Everstone Capital, Apexon has a global presence across four continents.

We enable #HumanFirstDIGITAL

We are hiring for a Service Desk Agent opportunity.

Role: Service Desk Agent

Location: Remote

Position: 1

Work Arrangement: Remote, shift-based

Role Overview

We are seeking a Service Desk Agent to provide first-level support, incident triage, issue classification, and user communication. The ideal candidate will have hands-on ServiceNow experience, strong ITIL Service Management knowledge, and the ability to work flexible shifts outside standard business hours.

Required Skills

• ITIL Service Management

• Information Technology (IT)

• Service Desk experience

• Call triage and incident creation

• Previous ServiceNow experience is required.

• Strong communication and customer service skills.

• Ability to classify and analyze incoming support requests.

• Ability to monitor incidents through resolution and communicate status updates.

Preferred Skills

• Experience creating reports within ServiceNow.

• Experience working with cloud-based telephony systems.

Key Responsibilities

• Handle incoming user communications through phone calls and email.

• Perform initial support and analysis to understand, classify, and document user issues.

• Create and assign incidents in ServiceNow to the appropriate assignment groups based on the nature of the issue.

• Monitor incident status and progress toward resolution.

• Communicate incident progress and relevant updates to appropriate parties.

• Work collaboratively with associated support teams to facilitate timely issue resolution.

Shift Requirements

• Must be able to work shifts outside standard working hours.

• Weeknight night shift: 8:00 PM to 5:00 AM.

• Weekend shifts may be scheduled as one of the following:

• 5:00 AM to 1:00 PM

• 1:00 PM to 9:00 PM

• 9:00 PM to 5:00 AM

• Agents scheduled to work a Saturday shift will work the same shift on Sunday.

Education Requirement

• Bachelor's degree in Computer Science, Information Technology, Engineering, Business Administration, or a related field is preferred.

Our Commitment to Diversity & Inclusion

Did you know that Apexon has been Certified™ by Great Place To Work®, the global authority on workplace culture, in each of the four regions in which it operates: USA for the seventh time in 2026, India for the tenth consecutive time in 2026, the UK for the fourth time in 2026, and Mexico for the second time in 2026. Apexon is committed to being an equal opportunity employer and promoting diversity in the workplace. We take affirmative action to ensure equal employment opportunity for all qualified individuals. Apexon strictly prohibits discrimination and harassment of any kind and provides equal employment opportunities to all qualified individuals without regard to gender, race, color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. You can read about our Job Applicant Privacy policy here: Job Applicant Privacy Policy on apexon.com.

Our Commitment to Environment

Actively contribute to Apexon's commitment to environmental responsibility by following sustainable practices and supporting ESG initiatives.

Our Perks and Benefits

Our benefits and rewards program has been thoughtfully designed to recognize your skills and contributions, elevate your learning experience, and provide care and support for you and your loved ones.

We also offer:

• Health Insurance with Dental & Vision

• 401K Plan

• Life Insurance, STD & LTD

• Paid Vacations & Holidays

• Continuous Skill Based Development and Career Advancement Opportunities