Service Desk Specialist

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

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: