Service Desk E2E Escalation Desk Agents

·Own end-to-end progression of complex, high-impact, aging, repeatedly reassigned or business-critical tickets until service restoration and confirmed closure.

·Act as the central coordination point across Service Desk, L2/L3, application, infrastructure, security, ServiceNow and vendor teams, maintaining clear accountability

·Validate ticket quality, impact, priority, diagnostics, evidence, assignment and escalation path before engaging resolver teams.

·Protect SLA and user experience through proactive follow-up, milestone tracking, clear communications, warm hand-offs and timely management escalation

·Support major-incident identification and coordination, VIP/high-impact cases, cross-domain failures and urgent service recoveries in line with approved procedures.

·Use ServiceNow and available telemetry or knowledge insights to identify related incidents, known errors, recurring patterns and likely resolution paths

·     & nbsp;   Reduce avoidable transfers and deadlocks by challenging incorrect reassignments, clarifying ownership and facilitating technical bridge discussions where required.