Service Desk Specialist

About the role

The Service Desk Specialist provides first‑line operational and technical support for a data‑center and connectivity services provider. Working in a Service Operations & NOC environment, the role handles incidents, service requests, complaints and problem management while ensuring compliance with ITIL and ISO 20000 standards.

Key responsibilities

• Receive and respond to inbound customer cases via phone, email and electronic platforms, logging and categorising each request in the ITSM platform.
• Track incidents and service requests from identification through resolution, ensuring SLA compliance and proactive communication.
• Perform initial analysis, diagnostics and troubleshooting of data‑center and connectivity issues before escalation.
• Analyse and resolve customer complaints in collaboration with internal teams, suppliers and external stakeholders.
• Maintain up‑to‑date knowledge of corporate services, operational processes and supported technologies.
• Identify gaps and improvement opportunities in service‑desk operations and contribute to process enhancements.
• Develop and publish operational and performance reports using Power BI, PowerPoint and dashboard tools.
• Adhere to ITIL and ISO 20000 service‑management practices and provide on‑call support when required.
• Collaborate across shifts and teams to ensure seamless service continuity.

Required profile

• Bachelor’s degree in Computer Science, Information Technology or a related field.
• Familiarity with ITIL and ISO 20000 service‑management frameworks.
• Ability to work in a shift‑based environment and provide on‑call support.

Required skills

• Power BI
• PowerPoint
• ITSM platform (service‑desk ticketing system)