Service Desk Senior Specialist

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

Advanced troubleshooting analytical and problem-solving skills.

Excellent customer service communication and stakeholder management abilities.

Proven ability to lead coach and mentor junior Service Desk staff.

Strong focus on documentation accuracy process adherence and service quality.

Key Responsibilities:

Serve as the escalation point for complex incidents and service requests ensuring timely resolution and customer satisfaction.

Oversee daily service desk operations maintaining compliance with established SLAs KPIs and ITIL standards.

Deliver technical and functional support for end-user hardware software and application issues.

Conduct root cause analysis for recurring incidents and recommend preventive measures or process improvements.

Ensure accurate and complete ticket logging classification and documentation within the ITSM system.

Monitor and manage support queues ensuring requests are prioritized assigned and resolved efficiently.

Develop and maintain strong relationships with end users and business stakeholders ensuring clear and proactive communication.

Update and contribute to the Service Desk Knowledge Base ensuring it reflects current resolutions and procedures.

Mentor and support junior team members fostering a collaborative and service-oriented Services culture.

Participate in incident and problem management reviews providing insights to enhance service quality and performance outcomes.

Requirements

Bachelors degree in computer science or equivalent field.

ITIL Foundation certification required; Intermediate ITIL certification preferred

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

Strong familiarity with ITSM tools and ticket lifecycle management.

Key Skills
Editorial,Catering,B2C,Camp,Computer Engineering
Employment Type : Full Time
Experience: years
Vacancy: 1