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