Description and Requirements
The Service Desk Level One Support Associate serves as the first point of contact for technical support, providing timely assistance to end-users via phone and chat. The ideal candidate will have hands-on experience with ServiceNow as an ITSM tool, foundational knowledge of ITIL processes, and strong troubleshooting skills. This role requires the ability to exceed service level agreements (SLAs), deliver clear communication, and manage technical issues efficiently in a fast-paced IT environment.
Key Responsibilities
- Serve as the initial contact for users seeking technical assistance via phone, chat, or ticketing system.
- Perform basic troubleshooting and resolve common IT issues related to hardware, software, and network connectivity.
- Log, categorize, and track incidents and service requests using ServiceNow ITSM platform.
- Escalate unresolved issues to appropriate teams as per defined procedures.
- Ensure all interactions and resolutions are documented accurately in ServiceNow.
- Monitor and ensure adherence to defined SLAs and quality standards.
- Generate and maintain Excel-based reports on ticket status, trends, and SLA compliance.
- Address and resolve user queries related to project management tools and MS Office applications.
- Communicate effectively with users to understand issues and provide clear, concise solutions.
- Maintain high levels of customer satisfaction through professional and empathetic interactions.
- Remain flexible to work across different shifts, including US time zones.
Required Qualifications
- 2+ years of experience in a technical support or service desk role.
- Practical experience working with ServiceNow or similar ITSM tools for incident and request management.
- Knowledge of ITIL processes and best practices.
- Proficiency in MS Office Suite, especially Excel for reporting and data analysis.
- Familiarity with project management fundamentals and tools.
- Strong technical troubleshooting skills over phone and chat.
- Excellent verbal and written communication skills.
- Ability to work in a fast-paced, multi-shift environment, including US shifts.
- Customer-focused mindset with attention to detail.
Preferred Qualifications
- ITIL Foundation certification.
- Experience in generating and analyzing service desk metrics and reports.
- Prior experience in an IT support environment for a global organization.
About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™ for 2024, MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services.
At MetLife, it's #AllTogetherPossible . Join us!
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