Service Desk Senior Specialist

Job-Specific Skills

In-depth understanding of service desk operations and escalation procedures.

Strong analytical, troubleshooting, and problem-solving capabilities.

Excellent communication, customer service, and stakeholder management skills.

Ability to mentor and support junior team members.

Strong focus on process adherence and documentation accuracy.

Key Responsibilities

Serve as the escalation point for complex incidents and service requests.

Oversee daily service desk operations, ensuring SLA and KPI compliance.

Deliver technical support for hardware, software, and application-related issues.

Conduct root cause analysis for recurring incidents and recommend improvements.

Ensure accurate ticket logging, classification, and documentation.

Monitor and manage support queues to ensure efficient ticket handling.

Maintain strong communication with users and stakeholders.

Contribute to and maintain knowledge base documentation.

Support incident and problem management reviews to enhance service quality.

Minimum Qualifications

Bachelor’s degree in Computer Science or a related field.

ITIL Foundation certification required; intermediate ITIL certifications preferred.

Minimum Experience

Minimum 6 years of experience in IT Service Desk operations or end‑user support.

Strong familiarity with ITSM tools and full ticket lifecycle management.

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