Service Desk Operator at Deloitte

Job Description
Purpose:

• The ServiceNow Desk Operator is responsible for providing first-line support and efficient resolution of IT incidents and service requests using the ServiceNow platform. The role ensures high levels of customer satisfaction through effective communication, timely response, and accurate ticket management.

Qualifications
Key Responsibilities:

• Incident Management: Log, categorise, prioritise, and assign incidents and service requests in ServiceNow according to agreed SLAs.
• Ticket Resolution: Provide first-line investigation and diagnosis, resolve issues where possible, and escalate unresolved tickets to appropriate teams.
• User Support: Offer support to end-users via phone, email, and ServiceNow portal, ensuring clear and professional communication.
• ServiceNow Administration: Maintain accurate and up-to-date records within ServiceNow, ensuring all actions and communications are logged.
• Monitoring: Monitor ticket queues and dashboards to ensure timely response and resolution.
• Knowledge Management: Contribute to and maintain knowledge articles and FAQs within ServiceNow.
• Reporting: Generate and distribute regular reports on ticket status, trends, and SLA compliance as required.
• Continuous Improvement: Identify recurring issues and suggest improvements to processes and ServiceNow configurations.

Key Skills & Experience:

• Previous experience in a Service Desk or IT support role (desirable).
• Familiarity with ServiceNow or similar ITSM platforms.
• Strong customer service and communication skills.
• Can independently investigate and troubleshoot functional issues with a strong understanding of the technical requirements.
• Has project and support experience: Implementation, maintenance, support, and documentation.
• Interact with clients to understand the business requirements to determine blueprints, configuration, testing, migration, support, and continuous enhancements.
• Experience in the following: GL, AP, AR, AA, and Banking
• At least 1 partial life cycle implementation of the FI/CO module.
• Ability to understand the process of receiving, validating, managing, routing and monitoring of vendor invoices
• Facilitates easy collaboration with stakeholders within the Procure to Pay process
• Must have experience operating in a client facing or similar role.
• Experience in drafting and presenting documentation to clients.
• Consulting skills

Qualifications:

• ITIL Foundation certification (desirable).
• ServiceNow Fundamentals certification (desirable)