Service Desk Specialist - SLA & Ticketing Expert

stc Kuwait; Kuwait City; On-site; KWD 9,000 - 12,000; Full time

Job summary

stc Kuwait in Kuwait City is seeking a Service Desk Specialist to act as the front desk for customer interactions, manage tickets, and coordinate service desk workflows. You will support escalation handling, contract renewals, and performance reporting while ensuring timely updates and documentation across projects.

The role emphasizes process improvement, resource allocation, and cross-team collaboration to maintain SLA compliance and efficient delivery.

Qualifications

• Diploma degree required.
• 1–2 years experience as coordinator.

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.

Education

Diploma Degree

Job description

stc Kuwait in Kuwait City is seeking a Service Desk Specialist to act as the front desk for customer interactions, manage tickets, and coordinate service desk workflows. You will support escalation handling, contract renewals, and performance reporting while ensuring timely updates and documentation across projects.

The role emphasizes process improvement, resource allocation, and cross-team collaboration to maintain SLA compliance and efficient delivery.