Service Desk Specialist, Market Logic Software

• Strong problem-solving skills with the ability to investigate and resolve issues independently
• Excellent written communication skills with a customer-centric, empathetic approach
• Strong prioritization and escalation skills aligned with business needs
• Self-motivated, adaptable, and able to work in a shift-based schedule

Desirable

• The Service Desk Specialist provides end-user support to our clients by answering questions, resolving queries or escalating incidents
• They also collaborate with internal teams within services and/or other departments
• Partner with users to resolve issues, questions, and tasks, delivering clear and empathetic communication
• Investigate and diagnose problems, collaborating with internal teams (Managed Services, Customer Success, Quality, Product, Engineering) to find solutions and improve the product experience
• Apply business judgment to prioritize, escalate, and resolve incidents and requests in line with contractual requirements
• Use knowledge bases and documentation to work autonomously while closing identified documentation gaps
• Ensure smooth information flow within the Service Desk team to share updates, learnings, and handovers