Frontline Service Desk & SLA Coordinator

stc Kuwait; Kuwait City; On-site; KWD 4,000 - 6,700; Full time

Job summary

stc Kuwait, Kuwait City-based, is seeking a Service Desk Specialist to serve as the front desk for all customer interactions, manage tickets and escalations, and ensure service processes run smoothly. This role focuses on maintaining operational excellence and driving improvements in service desk workflows.

You will coordinate project and contract-related activities, monitor SLA performance, prepare reports, and collaborate with cross-functional teams to ensure timely updates and excellent

Qualifications

• Diploma degree required.
• 1–2 years of experience as coordinator or similar role.

Responsibilities

• Act as the front desk for customer complaints and service requests, managing all ticketing activities.
• Maintain SLA contracts, track renewals, and manage the full contract lifecycle with accuracy.
• Generate reports on audits, workload, and performance to support management decisions.
• Coordinate project implementation, handle escalations, and ensure timely updates and documentation.
• Improve service desk processes and collaborate with teams to ensure SLA compliance.

Skills

Front desk

Ticketing

Customer service

Coordination

Education

Diploma Degree

Job description

stc Kuwait, Kuwait City-based, is seeking a Service Desk Specialist to serve as the front desk for all customer interactions, manage tickets and escalations, and ensure service processes run smoothly. This role focuses on maintaining operational excellence and driving improvements in service desk workflows.

You will coordinate project and contract-related activities, monitor SLA performance, prepare reports, and collaborate with cross-functional teams to ensure timely updates and excellent