Service Desk Agent Jr

1-2 years of experience, preferably in Analytics or IT Support Advanced Excel skills (formulas, pivot tables, charts, data connections, automation/macros) Effective written and verbal communication skills Intermediate knowledge of Windows Front-End Environment (Windows 10) Intermediate experience with ticketing systems (Remedy, HP Service Manager, ServiceNow, etc.) Intermediate ITIL knowledge (Incident Management and Service Request) Strong troubleshooting skills and ability to resolve service requests within defined SLAs Experience learning and adapting to various technical/analytical tools Basic ITIL knowledge (Problem Management and Change Management) Experience in process improvement initiatives Knowledge base article (KBA) creation and documentation experience Handle customer phone calls and ticket requests in a timely and professional manner Provide clear and user-friendly documentation of solutions for clients Contribute to process improvement initiatives