Service Desk Specialist

About the Role

Tata Communications Transformation Services (TCTS) is seeking a Service Desk Specialist to join their team in Riyadh, Saudi Arabia. This full-time role is responsible for providing first-line (L0–L1 and partial L2) operational and technical support to customers and internal stakeholders. The specialist will ensure efficient incident, problem, complaint, and service request management, adhering to ITIL and ISO 20000 standards while maintaining high service availability and customer satisfaction.

Key Responsibilities

• Receive and respond to inbound customer cases via phone, email, and electronic platforms for incident management, service requests, complaint management, problem management, and service level management.
• Log, categorize, prioritize, and accurately document all cases within the Service Desk / ITSM platform.
• Track incidents and requests from identification through resolution, aligning with severity definitions and lifecycle workflows.
• Ensure timely resolution or escalation in accordance with SLAs, maintaining proactive customer communication.
• Apply technical skills to resolve Data Center and Connectivity-related issues at the service desk level prior to 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.
• Analyze 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 and Reporting

• Maintain 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.
• Develop 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 and Collaboration

• Adhere 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.
• Establish 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.

Experience Required

Candidates should possess 2-5 years of relevant experience in a service desk or network operations center environment.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, requiring adherence to established service management practices and collaborative engagement across teams.