Service Desk Specialist

Job Title:

Location:

Shift:

Certifications:

Skills:

• Excellent verbal and written communication skills.
• Prior

  International call

  handling experience is mandatory.
• Proficient in handling

  inbound and outbound customer calls

  .
• Clear and structured

  email communication

  with internal teams and external clients.
• Familiarity with

  ticketing tools

  such as

  ServiceNow

  (preferred), Jira etc.
• Basic understanding of

  ITIL framework

  , especially

  Incident and Request Management

  .
• Foundational knowledge of

  networking, infrastructure

  ,

  Exchange Administration

  and O365 suite.
• Strong

  problem-solving skills

  with the ability to triage and escalate issues effectively.
• Ability to

  prioritize tasks

  and manage multiple open tickets simultaneously.
• Attention to detail with consistent and accurate

  reporting and documentation

  .
• Comfortable with

  remote troubleshooting

  and accessing customer systems securely.

Key Responsibilities:

• Serve as the

  first point of contact

  for customers seeking technical assistance via phone, email, or ticketing tools.

• Take ownership

  of user-reported issues and see them through to resolution or escalation.

• Diagnose and troubleshoot

  basic technical issues, providing timely and effective solutions.

• Escalate complex or Key unresolved issues

  to higher-level support teams while maintaining ownership until resolution.

• Document all interactions

  and troubleshooting steps clearly and accurately in the ticketing system.
• Use internal knowledge base and external resources to provide precise and effective technical support.
• Conduct

  follow-ups

  to ensure customer satisfaction and issue closure.

• Contribute to knowledge base

  development by creating or updating FAQs and troubleshooting guides.
• Ensure all assigned tickets are properly logged and accounted for in end-of-shift reports.
• Maintain adherence to

  SLA timelines

  and ensure quality in customer interactions.
• Collaborate with team members to share knowledge and improve service quality.