Service Desk Specialist: Front Desk, SLA & Optimization

80 CEO Office; Gouvernement Hawalli; Presencial; KWD 5000 - 8000; Jornada completa

Descripción de la vacante

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.

Formación

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

Responsabilidades

• 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.

Descripción del empleo

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.