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 delivers end-user support to our clients by addressing questions, resolving issues, and escalating incidents when necessary. They also collaborate closely with internal teams across Services and 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 enhance 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 addressing any gaps in existing documentation
• Ensure smooth information flow within the Service Desk team to share updates, learnings, and handovers