Front Desk & Service Desk Specialist - SLA & Escalations

stc Group; Kuwait; On-site; KWD 7,710 - 10,794; Full time

Job summary

A leading telecommunications company in Kuwait is seeking a Service Desk Specialist to manage customer interactions and ticketing activities. Responsibilities include maintaining SLA contracts, generating performance reports, and improving service desk processes. The ideal candidate has experience in customer service management and is skilled in handling escalations effectively. Join our dynamic team to drive operational excellence and innovation in service desk workflows.

Qualifications

• Experience in customer service and handling service requests.
• Strong ability to manage contracts and ensure SLA compliance.
• Proficiency in generating reports and tracking performance.

Responsibilities

• Act as the front desk for customer complaints and service requests.
• Manage all ticketing activities and maintain SLA contracts.
• Generate reports on audits, workload, and performance.
• Coordinate project implementation and handle escalations.
• Improve service desk processes and support resource allocation.

Skills

Customer service management

Ticket management

SLA compliance

Report generation

Job description

A leading telecommunications company in Kuwait is seeking a Service Desk Specialist to manage customer interactions and ticketing activities. Responsibilities include maintaining SLA contracts, generating performance reports, and improving service desk processes. The ideal candidate has experience in customer service management and is skilled in handling escalations effectively. Join our dynamic team to drive operational excellence and innovation in service desk workflows.