Service Desk Specialist

Role: Service Support / Service Desk / NOC AgentFunction: Service Operations & Network Operations Center (NOC)Industry: Data Center Colocation & Connectivity ServicesRole PurposeThe Service Support / NOC Agent is responsible for providing first‑line (L0–L1 and partial L2) operational and technical support to customers and internal stakeholders. The role ensures efficient incident, problem, complaint, and service request management in compliance with ITIL and ISO 20000 standards, while maintaining high service availability and customer satisfaction.Key ResponsibilitiesIncident, Request & Case ManagementReceive and respond to inbound customer cases via phone, email, and electronic platforms for:Incident ManagementService RequestsComplaint ManagementProblem ManagementService Level ManagementLog, categorize, prioritize, and document all cases accurately in the Service Desk / ITSM platform.Track incidents and requests from identification through resolution in line with severity definitions and lifecycle workflows.Ensure timely resolution or escalation in accordance with SLAs, with proactive customer communication throughout.Technical Support & TroubleshootingApply technical skills to resolve Data Center and Connectivity‑related issues at the service desk level before escalation.Perform initial analysis, diagnostics, and troubleshooting for DC and connectivity services.Follow up on complex or escalated incidents to ensure closure and customer satisfaction.Complaint & Stakeholder ManagementAnalyze and resolve customer complaints in collaboration with internal teams, suppliers, and external stakeholders.Maintain a professional, customer‑centric approach when handling escalations and difficult situations.Knowledge Management & Continuous ImprovementMaintain and continuously update knowledge of corporate services, operational processes, and supported technologies.Utilize approved templates and procedures to ensure accurate data capture and consistent service delivery.Identify gaps, inefficiencies, and improvement opportunities in service desk operations and contribute to process enhancement initiatives.Reporting & CommunicationDevelop and publish operational and performance reports using tools such as Power BI, PowerPoint, and dashboards.Document incident summaries, resolutions, and procedural updates clearly and accurately.Compliance & GovernanceAdhere to ITIL and ISO 20000 service management practices.Comply with all organizational standards, policies, and procedures.Provide on‑call and remote support as required, including emergency response outside normal working hours.Collaboration & Relationship ManagementEstablish and maintain effective working relationships with internal teams, suppliers, and partner organizations through regular, constructive communication.Work collaboratively across shifts and teams to ensure seamless service continuity.Qualifications & ExperienceEducationBachelor’s degree in Computer Science, Information Technology, or a related discipline.ExperienceMinimum 3 years of experience providing L0–L1 / L2 service desk or NOC support in a global environment.Experience in Data Center colocation and connectivity services is mandatory.Experience supporting customers in Saudi Arabia or similar regional environments is an advantage.Exposure to both DC and Connectivity service domains is strongly preferred.Certifications (Preferred / Required)ITIL FoundationCertified Data Center Professional (CDCP) or Certified Data Center Facilities Operations Manager (CDFOM)CompTIA Network+ and/or A+Service Desk certifications (e.g., HDI / Certified Service Desk Analyst)Networking certifications (e.g., Cisco, Juniper) – advantageousRequired Skills & CompetenciesTechnical SkillsStrong working knowledge of ITSM tools for ticket creation and management.Understanding of enterprise IT environments, Microsoft operating systems, productivity tools, and business applications.Experience supporting Data Center and Connectivity services, including VDI environments.Proficiency in reporting and documentation tools (Word, PowerPoint, Power BI, databases).Customer Service & CommunicationExcellent verbal and written communication skills.Strong customer service orientation with the ability to manage expectations professionally.Superior phone, email, and electronic communication etiquette.Problem Solving & Time ManagementStrong analytical and troubleshooting abilities.Ability to handle multiple incidents simultaneously while prioritizing effectively.Punctual, organized, and reliable across shift operations.Interpersonal & Teamwork SkillsAbility to work collaboratively in a fast‑paced, 24x7 operational environment.Strong interpersonal skills with the ability to build effective working relationships at all organizational levels.