Service Desk Specialist

We are seeking a dedicated Service Desk Specialist to join our team. This position is primarily responsible for communicating with customers via email, analyzing and discussing customer issues, and escalating them to the appropriate L2 team when necessary. The role also involves ensuring SLA compliance and tracking issue resolution progress.

Key Responsibilities:

• Receive and handle customer issues and requests via email.
• Analyze customer issues and communicate effectively to ensure problems are clearly described and documented.
• Escalate issues to the appropriate L2 team based on complexity.
• Monitor and ensure the progress of issue resolution, meeting service level agreements (SLA).
• Maintain and update customer issue records, ensuring all relevant information is accurate.
• Provide exceptional customer service and maintain high customer satisfaction.
• Assist in drafting and updating service desk processes and documentation.
• Regularly generate and submit reports and data analysis related to the service desk.