Service Desk Representative (Tier 1)

Optomi, in partnership with a leading insurance industry client, is looking for a Tier I Service Desk Representative to support their help desk operations. The role involves handling phone and email support through a ticketing system, with a strong focus on remote troubleshooting and guiding users through issues without direct desk-side access.Responsibilities of the right candidate: Own and manage incidents and requests from intake through resolution or escalationDeliver timely and high-quality customer supportMaintain active communication on all open ticketsResolve Tier 1 issues using standard troubleshooting and knowledge resourcesProvide complete documentation, troubleshooting steps, and impact details to avoid reworkSupport service stability and incident responseUphold accountability, teamwork, and professionalismApply today if your background includes:Minimum 6 months of help desk or IT support experience in a corporate settingProficiency with Windows operating systemsExperience with any ticketing systemFamiliarity with Microsoft Suite (Outlook, Teams) and basic corporate email and calendar functionsUnderstanding of ticketing workflow concepts: accepting issues, owning them, fulfilling them, and communicating statusServiceNow experience is a significant plus, though experience with other ticketing systems can learn the platform