Service Desk Specialist

80 CEO Office; Gouvernement Hawalli; On-site; KWD 5,000 - 8,000; Full time

Job summary

Taleo is seeking a Service Desk Specialist to act as the front desk for customer interactions, manage tickets and escalations, and coordinate service processes and contract-related activities. The role focuses on maintaining SLA adherence, reporting on performance, and supporting project coordination.

Candidates will contribute to improving service desk workflows and collaborate with cross-functional teams to ensure timely updates and documentation, driving operational excellence.

Qualifications

• Front desk handling for customer interactions
• Ticketing lifecycle management
• Collaboration to improve service desk workflows

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, support resource allocation, and collaborate with teams to ensure SLA compliance and smooth delivery.

Job description

Job Description - Service Desk Specialist (26202213)

Job Description

Service Desk Specialist - ( 26202213 )

Description

e-Portal is actively recruiting for the role of Service Desk Specialist . In this role, you will be responsible for serve as the front desk for all customer interactions, ensuring efficient management of tickets, escalations, and service processes. This role is central to maintaining operational excellence, driving innovation in service desk workflows, and coordinating project and contract-related activities.

Roles and Responsibilities:

Your responsibilities will include, but not be limited to, the following:

• 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, support resource allocation, and collaborate with teams to ensure SLA compliance and smooth delivery.

Qualifications

To qualify for this role, you must meet the below minimum requirements: