Service Desk Specialist

Tata Communications Transformation Services (TCTS); Riyadh; On-site; SAR 120,000 - 180,000; Full time

Job summary

Tata Communications Transformation Services (TCTS) in Saudi Arabia is seeking a Service Support / Service Desk / NOC Agent to join the Service Operations & Network Operations Center. You will provide first-line operational and technical support, handling incidents, requests, and reporting in line with ITIL and ISO 20000 standards.

Ideal candidates have 3+ years of L0–L1/L2 service desk or NOC experience, data center colocation and connectivity exposure, and familiarity with service metrics.

Responsibilities

• Receive and respond to inbound customer cases via phone, email, and electronic platforms for Service Requests, Complaint Management.
• Log, categorize, prioritize, and document all cases accurately in the Service Desk / ITSM platform.
• Track incidents and requests from identification through resolution in line with severity definitions and lifecycle workflows.
• Ensure timely resolution or escalation in accordance with SLAs, with proactive customer communication throughout.
• Apply technical skills to resolve Data Center and Connectivity-related issues at the service desk level before escalation.
• Perform initial analysis, diagnostics, and troubleshooting for DC and connectivity services.
• Follow up on complex or escalated incidents to ensure closure and customer satisfaction.
• Analyze and resolve customer complaints in collaboration with internal teams, suppliers, and external stakeholders.
• Maintain a professional, customer-centric approach when handling escalations and difficult situations.
• Utilize approved templates and procedures to ensure accurate data capture and consistent service delivery.
• Identify gaps, inefficiencies, and improvement opportunities in service desk operations and contribute to process enhancement initiatives.
• Develop and publish operational and performance reports using tools such as Power BI, PowerPoint, and dashboards.
• Document incident summaries, resolutions, and procedural updates clearly and accurately.
• Adhere to ITIL and ISO 20000 service management practices; comply with all organizational standards, policies, and procedures.
• Provide on-call and remote support as required, including emergency response outside normal working hours.
• Establish and maintain effective working relationships with internal teams, suppliers, and partner organizations through regular, constructive communication.

Job description

Role: Service Support / Service Desk / NOC Agent

Function: Service Operations & Network Operations Center (NOC)

Industry: Data Center Colocation & Connectivity Services

Role Purpose

The Service Support / NOC Agent is responsible for providing first‑line (L0–L1 and partial L2) operational and technical support to customers and internal stakeholders. The role ensures efficient incident, problem, complaint, and service request management in compliance with ITIL and ISO 20000 standards, while maintaining high service availability and customer satisfaction.

Key Responsibilities

• Receive and respond to inbound customer cases via phone, email, and electronic platforms for:
• Service Requests
• Complaint Management
• Log, categorize, prioritize, and document all cases accurately in the Service Desk / ITSM platform.
• Track incidents and requests from identification through resolution in line with severity definitions and lifecycle workflows.
• Ensure timely resolution or escalation in accordance with SLAs, with proactive customer communication throughout.

Technical Support & Troubleshooting

• Apply technical skills to resolve Data Center and Connectivity‑related issues at the service desk level before escalation.
• Perform initial analysis, diagnostics, and troubleshooting for DC and connectivity services.
• Follow up on complex or escalated incidents to ensure closure and customer satisfaction.

Complaint & Stakeholder Management

• Analyze and resolve customer complaints in collaboration with internal teams, suppliers, and external stakeholders.
• Maintain a professional, customer‑centric approach when handling escalations and difficult situations.
• Maintain and continuously update knowledge of corporate services, operational processes, and supported technologies.
• Utilize approved templates and procedures to ensure accurate data capture and consistent service delivery.
• Identify gaps, inefficiencies, and improvement opportunities in service desk operations and contribute to process enhancement initiatives.

Reporting & Communication

• Develop and publish operational and performance reports using tools such as Power BI, PowerPoint, and dashboards.
• Document incident summaries, resolutions, and procedural updates clearly and accurately.

Compliance & Governance

• Adhere to ITIL and ISO 20000 service management practices.
• Comply with all organizational standards, policies, and procedures.
• Provide on‑call and remote support as required, including emergency response outside normal working hours.

Collaboration & Relationship Management

• Establish and maintain effective working relationships with internal teams, suppliers, and partner organizations through regular, constructive communication.
• Work collaboratively across shifts and teams to ensure seamless service continuity.

Qualifications & Experience

Education

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline.

Experience

• Minimum 3 years of experience providing L0–L1 / L2 service desk or NOC support in a global environment.
• Experience in Data Center colocation and connectivity services is mandatory.
• Experience supporting customers in Saudi Arabia or similar regional environments is an advantage.
• Exposure to both DC and Connectivity service domains is strongly preferred.

Certifications (Preferred / Required)

• ITIL Foundation
• Certified Data Center Professional (CDCP) or Certified Data Center Facilities Operations Manager (CDFOM)
• CompTIA Network+ and/or A+
• Service Desk certifications (e.g., HDI / Certified Service Desk Analyst)
• Networking certifications (e.g., Cisco, Juniper) – advantageous

Technical Skills

• Strong working knowledge of ITSM tools for ticket creation and management.
• Understanding of enterprise IT environments, Microsoft operating systems, productivity tools, and business applications.
• Experience supporting Data Center and Connectivity services, including VDI environments.
• Proficiency in reporting and documentation tools (Word, PowerPoint, Power BI, databases).

Customer Service & Communication

• Excellent verbal and written communication skills.
• Strong customer service orientation with the ability to manage expectations professionally.
• Superior phone, email, and electronic communication etiquette.

Problem Solving & Time Management

• Strong analytical and troubleshooting abilities.
• Ability to handle multiple incidents simultaneously while prioritizing effectively.
• Punctual, organized, and reliable across shift operations.

Interpersonal & Teamwork Skills

• Ability to work collaboratively in a fast‑paced, 24x7 operational environment.
• Strong interpersonal skills with the ability to build effective working relationships at all organizational levels.