Job Details

Provide the first point of contact to Armanino staff (internal clients) via email, Teams chat, and the ServiceNow portal. Perform standard checks while supporting clients on live cases, such as reviewing updates and searching the Knowledge Base. Detect and report any new major incidents when appropriate by invoking the Major Incident process and notifying a senior staff member. Diagnose issues and provide practical solutions to staff, including proactive instruction to help prevent recurring issues. Log and manage cases handled via email and Teams chat within ServiceNow. Maintain personal caseload, ensuring clients are kept informed of updates. Support department caseload management to ensure cases are up to date and resolved within SLAs. Develop a thorough understanding of Case. Ware products. Investigate issues independently using resources such as the Knowledge Base, sample files, and previous case notes to identify solutions. Seek live assistance from a Product Specialist promptly ...Support Technician, Technician, Support, Technology, Accounting