Service Desk Specialist

As an experienced candidate with over 2+ years of relevant experience, you will be responsible for the following key responsibilities: - **Ticket Management:** - Utilize a ticketing system to log, categorize, and prioritize support requests from clients. - Address and resolve first-line technical issues, focusing on CMS-related problems. - Escalate complex issues to internal teams with clear documentation and communication. - Follow defined escalation paths for timely resolution of high-priority incidents. - **Client Support:** - Offer effective first-line support to clients, guiding them on product usage and troubleshooting system errors. - Focus on supporting the Content Management System (CMS) while also addressing issues across other products. - Clearly communicate solutions to clients, ensuring their understanding of the resolution process and any necessary next steps. - **Internal Collaboration:** - Collaborate closely with internal engineers and second/third-line support teams to escalate issues requiring in-depth troubleshooting. - Work with product and engineering teams to gather information on product updates, bug fixes, and new features impacting client support. - **Knowledgebase Management:** - Update and expand the internal knowledgebase with the latest troubleshooting steps, solutions, and product documentation. - Share knowledge with clients and internal teams to enhance self-service options and overall efficiency. - **Server Maintenance:** - Perform routine server maintenance tasks including backups, system monitoring, and updates. - Identify potential server issues early and escalate as needed to prevent service interruptions. - **Communication & Reporting:** - Provide regular status updates to clients regarding the progress of their issues, setting clear expectations for resolution timelines. - Report common technical issues and recurring problems to enhance the support process and product stability. Please note: This role specifically requires candidates from Bengaluru and other locations will not be considered. For any further details about the company, please refer to the contact details provided in the job description.,