Service Desk Specialist

About the role Single point of contact for users both internal and external. Receives, logs, and manages 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. Key responsibilities Receive, log, and manage calls via telephone and email Provide first-level support to queries and issues using the knowledge base Log all tickets and service requests through the ticketing system Escalate issues to appropriate departments Ensure service incidents are acknowledged, escalated, and resolved according to Service Level Agreement (SLA) Take ownership of user problems and follow up on status Communicate progress to users in a timely manner Prepare reports and ensure information is readily available About you Associate's Degree in Computer Science or Bachelor's Degree in IT, Computer Science or equivalent At least 1-year experience in a technical helpdesk role Knowledgeable in basic system and network configuration Familiarity with ticketing systems Knowledgeable in basic SQL and Unix commands Sound problem resolution, judgment, and decision-making Above average communication skills and telephone manner Excellent customer service Strong interpersonal and organizational skills Able to work independently and in a team environment