• Job Description

  Req#: 2526

  Overview

  The Service Desk – Tier 2 Specialist provides second tier/escalation technical support of business-critical services for internal and external customers while providing excellent customer service.

  Duties

  • 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 specialized support as required.• Must be self-directed; able to work independently and as a team player.• Creates and manages escalation procedures and ensures service levels are maintained.• Assists with performing quality control checks. • 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.

  Education

  Bachelor’s degree in Computer Science or Information Technology desirable.

  Experience

  4+ years of experience in an IT Support role or equivalent education.

  Additional Information

  REQUIREMENTS:

  • Excellent communication skills.• Strong troubleshooting and analytical skills. • Ability to communicate complex issues in an articulate fashion.• Ability to coordinate. • Detail oriented and highly motivated.• Productive in a fast-paced call center environment.• Ability to multitask while maintaining workload and participating in projects as needed.• Self-starter that enjoys collaborating and working in teams.

• About the company

  FNF® is the leading provider of title insurance and settlement services to the real estate and mortgage industries.

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