Service Desk Specialist

Overview

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What you will do

• Act as the primary point of contact for all Automation Operations activities and serve as the central coordination point between Service Delivery teams and business stakeholders.
• Manage operational communications and notifications related to incidents, service requests, and changes.
• Coordinate and manage incidents throughout their full lifecycle, including providing dedicated support during major and critical service-impacting events.
• Track, monitor, and report on incidents to ensure timely resolution, appropriate escalation, and clear stakeholder communication at every stage.
• Support request fulfillment activities in accordance with established processes, including logging, categorizing, monitoring, tracking, and ensuring timely closure and documentation of all service requests.
• Support change management processes and governance, monitor change activities, ensure compliance with approved procedures, and manage access requests and change-related communications.
• Act as the primary interface for Managed Services customers and their care organizations, and coordinate communications with partners, alliances, and third-party providers.
• Support regulatory requests and compliance-related activities, and serve as the single point of contact for escalated VIP customer complaints when required.
• You will bring:
• BSc in Telecommunications, Computer Science, or equivalent.
• 3-5 years of experience in telecom operations, Managed Services, Service Desk, NOC/SNOC, or operational support environments.
• Previous supervisory or team coordination experience is considered an advantage.
• Strong understanding of telecom operations, Managed Services, and Service Desk processes.
• Solid knowledge of Incident Management, Problem Management, Request Fulfillment, and operational escalation processes.
• Experience with ticketing systems, operational support systems, and work order management tools.
• Understanding of telecom network environments, field operations, and service delivery processes.
• Good understanding of SLA management, KPI reporting, customer experience monitoring, and operational governance.
• Ability to coordinate effectively across multiple operational teams in fast-paced environments.
• Strong leadership, coordination, and stakeholder management skills.
• Excellent communication and customer-facing capabilities.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to work effectively under pressure and manage critical operational situations.
• Proactive, organized, and results-oriented mindset.
• Strong collaboration and teamwork capabilities, with a willingness to coach and support colleagues.
• Flexible and adaptable to changing operational demands.
• **Why join Ericsson?**At Ericsson, you´ll have an outstanding opportunity.
• The chance to use your skills and imagination to push the boundaries of what´s possible.
• To build solutions never seen before to some of the world’s toughest problems.
• You´ll be challenged, but you won’t be alone.
• You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
• **What happens once you apply?**Click Here to find all you need to know about what our typical hiring process looks like.Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do.
• We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth.
• We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team.
• Ericsson is proud to be an Equal Opportunity Employer. learn more.
• **Primary country and city:** Saudi Arabia (SA) \|\|