Service Desk Specialist

e-Portal is actively recruiting for the role of Service Desk Specialist. In this role, you will be responsible for serve as the front desk for all customer interactions, ensuring efficient management of tickets, escalations, and service processes. This role is central to maintaining operational excellence, driving innovation in service desk workflows, and coordinating project and contract-related activities.

Roles and Responsibilities:

Your responsibilities will include, but not be limited to, the following:

• Act as the front desk for customer complaints and service requests, managing all ticketing activities.
• Maintain SLA contracts, track renewals, and manage the full contract lifecycle with accuracy.
• Generate reports on audits, workload, and performance to support management decisions.
• Coordinate project implementation, handle escalations, and ensure timely updates and documentation.
• Improve service desk processes, support resource allocation, and collaborate with teams to ensure SLA compliance and smooth delivery.