სერვის-დესკის სპეციალისტი
Core
Responding to incoming user calls and requests efficiently and professionally; registering incidents and requests in relevant systems; independently resolving user issues within scope; coordinating with technical teams for complex diagnostics and monitoring request execution.
Role type
IT Service Desk Specialist
Builds
IT support services for bank customers and internal users
Domain
Banking / IT Service Management
Deliverable
client delivery
Required skills
Incident and request management (ITIL 4), technical problem analysis and diagnostics, prioritization management, independent issue resolution, active monitoring of request execution
Preferred skills
AI tools readiness, modern technology readiness
Technologies
ITIL 4, AI tools
Responsibilities
Timely and professional response to incoming calls and requests; accurate registration of incidents and requests in systems; independent resolution of user issues; routing requests to technical teams with detailed analysis; active monitoring of request execution; coordination with internal IT teams; participating in service quality improvement processes