Junior Service Desk Specialist

About the role (1-2 years of working experience) Single Point of Contact of users both internal and external. Receiving, logging, and managing calls via telephone and email. Provides first-level support to queries and issues using the knowledge base in accordance with incident management and request fulfillment process. Logs all tickets/service requests thru Ticketing System and ensure that all are escalated to appropriate departments. Ensures that service incidents are acknowledged, escalated, and resolved according to Service Level Agreement (SLA). Takes ownership of user problems and follows up the status of problems on behalf of the user and communicates progress in a timely manner. Prepares reports and assure that information is readily available. Other job-related activities that may be assigned from time to time. About you Application Support experience specifically portals and mobile applications Support on applications not on desktop or office tools only