Service Desk Engineer

Service Desk Engineer Mississauga, ON Hybrid JOB Description Good to have Knowledge on ServiceNow Application Ticket Creation Responsibilities ServiceNow Operations Monitor the ServiceNow queue for Blu related tickets Categorize prioritize and assign ticket types login issues product questions bug reports Maintain SLA compliance and escalate where needed Blu Login Support Diagnose and resolve user login failures or errors SSO issues expired sessions MFA problems Perform entitlement checks and liaise with IT support if systemlevel access updates are required Escalation Management Route verified bug reports with reproduction steps to Product Marketing and Engineering teams Use Akkios designated intake process for submitting and tracking feature requests Track escalations and follow up on resolution statuses Customer Communication Communicate resolution steps to users Provide updates during triage or escalated issue resolution Ensure professionalism and consistency in tone and content Documentation Feedback Update ServiceNow knowledge base articles based on recurring issues Document known errors and temporary workarounds Participate in retrospectives with Product Marketing for continuous improvement

Mandatory Skills : Servicedesk