Service Desk Specialist

Responsibilities:

• Monitor and triage incoming service requests from multiple sources (portal, email, chat).
• Route tickets to the correct teams or individuals within the IT Department (e.g., IT Support, Product Engineering, Asset Management).
• Apply ticket categorization and prioritization in line with internal procedures and SLAs.
• Maintain communication with requesters to confirm ticket receipt, status, and closure.
• Troubleshooting and resolving or consulting customer problems with all internal systems.
• Escalate complex or blocked issues to senior specialists or team leads as needed.
• Support backlog reviews and queue hygiene across different IT units.
• Coordinate cross-functional tasks involving more than one IT unit.
• Providing training and assistance to customers on using various internal systems and IT services.
• Contributing to the development and maintenance of the company’s knowledge base, including writing instructions and articles for the internal knowledge base.
• Participate in continuous improvement of service desk processes.

Requirements:

• • Experience working in customer support in a product/service company in a similar position. The candidate should have experience in user support, understanding their needs and offering effective solutions to solve problems.
  • Experience with task tracking systems. The candidate should have experience working with tools for tracking and managing tasks and projects.
  • Multitasking. The candidate should have the ability to efficiently manage multiple tasks simultaneously and be prepared for quick changes and task prioritization.
  • Experience with email or chat-based support. This may help in situations where communication with users is conducted via email or chat.
  • Ability to quickly learn latest programs and systems, as the company may use specialized software tools to perform work.
  • Upper-intermediate level of English proficiency. The candidate should have well-developed skills in written and oral communication in English.
  • Communication skills and empathy. The ability to listen to the user, understand their problem, listen to them and help them solve the problem is important for successful work in this position.
  • Organizational skills and attention to detail. The ability to meet deadlines, organize work and be attentive to details is important for successful work in this position.
  • Ability to work in a team and collaborate with colleagues from other departments.
  • Flexibility and adaptability. In this position, it may be necessary to work with different users, solve different problems and work with different software tools. Therefore, flexibility and adaptability are important skills for successful work in this position.

Nice to have:
• Experience with Confluence.
• Experience with JIRA .