We are looking for a Service Desk Specialist in Lahore.
Job Details:
- Receive, Categorize and log user incidents and service requests via phone, email, or ticketing system.
- Engage relevant technical resource /team to diagnose and resolve the issues within the defined service level agreements ( SLAs).
- Escalate complex issues to high level support teams ( internal /external) when necessary.
- Communicate updates to customer effectively in non technical terms.
- Follow ITIL/ITSM best practices in incident service request and change management.
- Contribute to continuous improvement by identifying areas for process enhancement.
- Generate and analyze reports on service desk performance and user feedback.
- Assist in part logistics to ensure SLA timelines.
- Flexibility to work in shifts.
- Any other task of service assurance departments to ensure seamless service deliver.
Preferred Skills:
- Basic understanding of IT systems, Networks, and software applications.
- Proficiency in using ticketing systems ( e.g , Services Now, Jira)
- Certification in ITIL Foundation or related areas ( preferred).
- Strong Verbal and written communication skills.
- Excellent problem solving and multitasking abilities.
- Customer service orientations with a focus on user satisfaction.
- Local Resident of Lahore with own conveyance.
Qualifications:
- Diploma or degree in computer Science, Information Technology related field,
Experience:
- 1-3 years as service desk role preferred