The Service Desk Specialist provides tier one technical support of business critical services for internal and external customers while providing excellent customer service.
Field and troubleshoot incidents and requests via phone and email in ServiceNow ITSM platform leveraging internal knowledge base and resources through resolution
Proactively collect and validate detailed information to effectively articulate incident factors to appropriate escalation resources when required
Maintain a working knowledge of FNF services and entities to provide customized support as required
Seek opportunities for continuous improvement with an emphasis on delivering and optimizing support of services
Excellent communication skills
Strong troubleshooting and analytical skills
Ability to communicate complex issues in an articulate fashion
Detail oriented and highly motivated
Productive in a fast paced call center environment
Ability to multitask while maintaining work load and participating in projects as needed
Self-starter that enjoys collaborating and working in teams
Bachelor’s degree in Computer Science or Information Technology desirable
1+ years of experience in an IT Support role or equivalent education
ITIL certified desirable
Fidelity National Financial, Inc. is an Equal Opportunity Employer. All new hires must be able to successfully pass a criminal records check.