Service Desk Specialist

Single point of contact for users both internal and external. Receives, logs, and manages calls via telephone and email. Provides first-level support to queries and issues using the knowledge base in accordance with incident management and request fulfillment process.

Key responsibilities

• Receive, log, and manage calls via telephone and email
• Provide first-level support to queries and issues using the knowledge base
• Log all tickets and service requests through the ticketing system
• Escalate issues to appropriate departments

Ensure service incidents are acknowledged, escalated, and resolved according to Service Level Agreement (SLA)Take ownership of user problems and follow up on status

• Communicate progress to users in a timely manner
• Prepare reports and ensure information is readily available

About you

• Associate's Degree in Computer Science or Bachelor's Degree in IT, Computer Science or equivalent
• At least 1-year experience in a technical helpdesk role
• Knowledgeable in basic system and network configuration
• Familiarity with ticketing systems
• Knowledgeable in basic SQL and Unix commands
• Sound problem resolution, judgment, and decision-making
• Above average communication skills and telephone manner
• Excellent customer service
• Strong interpersonal and organizational skills
• Able to work independently and in a team environment