Service Desk Specialist

In this role as a Service Desk Specialist, you will engage in the analysis, diagnosis, and resolution of incidents, which can range from simple inquiries to complex technical challenges, by employing ITIL best practices and utilizing a variety of ticketing tools.
You will be responsible for initial service request processing, proactive business communications, and updating the knowledge base.
RESPONSIBILITIES
- Recording, classifying, and initially triaging incidents
- Resolving requests or escalating to appropriate parties
- Tracking the status and progress of all open incidents
- Regularly updating affected users on progress
- Resolving incidents that are not assigned to other resolution groups
- Confirming resolutions and closing incidents
- Identifying potential trends and collaborating with problem management as needed
- Conducting updates to the Knowledge Base as necessary
**REQUIREMENTS**:
- Minimum 2 years in a role equivalent ...