Derisk360
Derisk360 is an AI-empowered data analytics firm based in London, UK, specializing in risk management through data analytics and artificial intelligence. Founded by experts with extensive consulting backgrounds, the company focuses on transforming business risks into assets using innovative solutions such as AI as a Service, data management, and generative AI applications. Derisk360 serves various industries, including financial services, public sector, energy and utilities, and retail, delivering actionable insights and driving digital transformation for its clients.
GDPR • Compliance • Data Privacy • Data Security • Certification
L1 Support Engineer - ServiceNow
March 24
Derisk360
Derisk360 is an AI-empowered data analytics firm based in London, UK, specializing in risk management through data analytics and artificial intelligence. Founded by experts with extensive consulting backgrounds, the company focuses on transforming business risks into assets using innovative solutions such as AI as a Service, data management, and generative AI applications. Derisk360 serves various industries, including financial services, public sector, energy and utilities, and retail, delivering actionable insights and driving digital transformation for its clients.
GDPR • Compliance • Data Privacy • Data Security • Certification
📋 Description
• Monitor and manage incoming ServiceNow tickets, ensuring prompt acknowledgment and action. • Categorize and prioritize tickets based on urgency and impact. • Perform an initial assessment of issues, gathering sufficient information for efficient L2 team resolution. • Assign tickets to the appropriate L2 teams based on issue type (e.g., desktop, laptop, server, or network). • Escalate critical incidents following established escalation protocols. • Provide clear and timely updates to end-users on ticket status and escalation steps. • Log recurring issues or patterns in tickets for further analysis by L2 and IT teams. • Partner with L2 teams to clarify ticket details and provide additional information as needed.
🎯 Requirements
• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience). • Familiarity with IT Service Management (ITSM) tools, preferably ServiceNow. • Basic understanding of IT systems, including desktops, laptops, servers, and networking concepts. • Strong problem-solving and analytical skills for effective triaging. • Excellent verbal and written communication skills. • Customer-focused attitude with the ability to handle high-pressure situations. • ITIL Foundation certification or equivalent. • Previous experience in an IT support or helpdesk role. • Knowledge of escalation procedures and SLA management.
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