Service Desk Specialist

Overview

The Service Desk Specialist will serve as the primary point of contact for users requiring assistance with internal applications. This position is responsible for managing and documenting incidents, ensuring effective communication between users and developers, and contributing to the resolution of technical issues in a timely manner.

Key Responsibilities

• Provide professional first-level support for user inquiries and technical issues.
• Document and prioritize incidents, escalating as necessary to appropriate teams.
• Prepare clear and detailed tickets to assist developers in resolving issues efficiently.
• Maintain ownership of incidents, ensuring timely updates and resolutions.
• Support root cause analysis efforts to prevent recurring problems.
• Collaborate with teams to assess potential impacts of updates or new features.

Qualifications

Required:

• Experience in customer service or technical support roles.
• Proficiency with ticketing systems such as Jira or ServiceNow.
• Excellent communication skills, with the ability to translate technical information for various audiences.
• Strong organizational skills and the ability to manage multiple priorities.

Preferred:

• Familiarity with ITIL or Agile processes.
• Exposure to software testing, quality assurance, or root cause analysis.