About the job
The Global Tier 1 Service Desk Technician at KBR is a vital position that serves as the first point of contact for end users in a global IT Service Desk. This job is all about providing exceptional technical support and ensuring that incidents and service requests are managed effectively. KBR values a collaborative and inclusive work environment where everyone can belong, connect, and grow together.
You'll be responsible for
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Providing first-level technical support
Deliver first-level technical support to internal and external customers via phone, chat, and ticketing systems, resolving issues within agreed service levels.🔍
Diagnosing and troubleshooting technical issues
Diagnose, troubleshoot, and resolve Tier 1 technical issues using established procedures and knowledge articles.📝
Managing incidents and service requests
Create, manage, and resolve incidents and service requests within ServiceNow, ensuring accurate documentation and compliance with ITIL processes.Key criteria
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Service desk experience
Experience in a service desk or technical support environment.View
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ServiceNow proficiency
Experience using ServiceNow or similar ITSM platforms.View
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Microsoft Windows knowledge
Working knowledge of Microsoft Windows operating systems.View
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