<ul> <li>Strong oral and written communication skills.</li> <li>Respond to requests for technical assistance via phone, email, and chat.</li> <li>Enter and manage all incidents and problems in the incident management system, acting as a liaison between users and technical escalation teams.</li> <li>Knowledge of the ServiceNow ticketing tool.</li> <li>Proactively follow up on open incidents and provide status updates, ensuring tickets are managed from cradle to grave.</li> <li>Escalate problems to the appropriate teams when required.</li> <li>Maintain hygiene in ticket documentation, category selection, and overall ticket quality.</li> <li>Identify and learn the software and hardware used and supported by the firm.</li> <li>Where applicable, encourage users to utilize self-help resources and demonstrate how to find answers to common issues or FAQs.</li> <li>2 4 years...