Service Desk Representative (Tier 1)

• 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

• 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

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.