Service Desk Specialist
6 days ago
*** This is onsite opportunity in Abu Dhabi (UAE) ***
*** Person must be comfortable relocating to Abu Dhabi (UAE)
We are seeking a dedicated Service Desk Specialist to join our team. This position is primarily responsible for communicating with customers via email, analyzing and discussing customer issues, and escalating them to the appropriate L2 team when necessary. The role also involves ensuring SLA compliance and tracking issue resolution progress.
Key Responsibilities:
- Receive and handle customer issues and requests via email.
- Analyze customer issues and communicate effectively to ensure problems are clearly described and documented.
- Escalate issues to the appropriate L2 team based on complexity.
- Monitor and ensure the progress of issue resolution, meeting service level agreements (SLA).
- Maintain and update customer issue records, ensuring all relevant information is accurate.
- Provide exceptional customer service and maintain high customer satisfaction.
- Assist in drafting and updating service desk processes and documentation.
- Regularly generate and submit reports and data analysis related to the service desk.
Job Requirements:
- Associate's degree or higher in Computer Science, Information Technology, or a related field preferred.
- Good written and spoken English skills for basic customer interactions.
- 1-2 years of experience in technical support or service desk roles.
- Proficiency in using Jira or other issue management platforms.
- Excellent communication skills and customer service abilities.
- Strong problem-solving and analytical skills, able to work under pressure.
- Basic knowledge of cloud computing and related technologies is a plus.
About the Company:
iSoftStone is a global IT service and consulting company that creates value and drives success through technology solutions, service excellence, and digital innovation. We specialize in web and application development, software testing and support, data and content management, digital experience, accessibility, and data for machine learning and AI. With 20 delivery centers and more than 90,000 employees worldwide, iSoftStone is proud to serve some of the world’s most well-known businesses, including 90+ Fortune Global 500 companies.
Visit us at .
iSoftStone is committed to the practice of equal opportunity for all its employees and applicants in employment, and does not discriminate on the basis of race or ethnicity, color, age, national origin, religion, creed, marital status, sex, pregnancy, gender, gender identity, sexual orientation, status as an honorably discharged veteran or disabled veteran or military status, political affiliation or belief, citizenship/status as a lawfully admitted immigrant authorized to work in the United States, or presence of any physical, sensory, or mental disability. In addition, reasonable accommodation will be made for known physical or mental limitations for all otherwise qualified persons with disabilities.
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