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 escalation Deliver timely and high-quality customer support Maintain active communication on all open tickets Resolve Tier 1 issues using standard troubleshooting and knowledge resources Provide complete documentation, troubleshooting steps, and impact details to avoid rework Support service stability and incident response Uphold accountability, teamwork, and professionalism Apply today if your background includes: Minimum 6 months of help desk or IT support experience in a corporate setting Proficiency with Windows operating systems Experience with any ticketing system Familiarity with Microsoft Suite (Outlook, Teams) and basic corporate email and calendar functions Understanding of ticketing workflow concepts: accepting issues, owning them, fulfilling them, and communicating status ServiceNow experience is a significant plus, though experience with other ticketing systems can learn the platform