CCaaS Tier 1 Support Analyst

Role: CCaaS Tier 1 Support Analyst We are seeking a CCaaS Tier 1 Support Analyst to provide first-level technical support and troubleshooting for contact center and IT service environments. The ideal candidate will have strong help desk experience, excellent documentation skills, and hands-on experience using ServiceNow. Key Responsibilities Provide Tier 1 help desk support and resolve user issues Troubleshoot application, system, and access issues Log, track, and manage tickets using ServiceNow Document issues, resolutions, and knowledge base articles Escalate complex issues to Tier 2/3 teams when needed Required Skills IT Help Desk / Service Desk experience Experience with ServiceNow (ITSM tool) Strong troubleshooting and analytical skills Experience documenting incidents and resolutions Good communication and customer support skills