Service Desk Specialist

As a Service Desk Specialist, you will undertake analysis, diagnosis, and resolution of incidents, which may range from straightforward questions to more complicated technical issues, using ITIL best practices and a wide range of ticketing tools.The role also involves the initial processing of all types of service requests, proactive communication with businesses, and knowledge base updates.RESPONSIBILITIES- Incident recording, classification, initial triage- Application Support- Request resolution or escalation to responsible parties- Monitoring the status and progress toward resolution of all open incidents- Keeping affected users informed about progress- Resolution and recovery of incidents not assigned to resolution groups- Resolution confirmation and closure of incidents- Detecting potential trends and liaising with problem management where applicable- Knowledge Base updates as required**REQUIREMENTS**:- Fluent in English (B2/B2+ or C1)- Excellent verbal and written communicati...