Service Desk Triage Specialist

Job Summary

A company is looking for an Incident Support Specialist.

Key Responsibilities

• Monitor and categorize incoming support tickets, prioritizing based on urgency and complexity
• Assign tickets to appropriate technical teams and provide timely updates to clients
• Track ticket progress to ensure adherence to Service Level Targets (SLTs) and escalate high-priority issues as needed

Required Qualifications

• High school diploma or equivalent; an associate's degree in IT or a related field is a plus
• Basic understanding of IT concepts such as networking and operating systems
• Experience in a customer-facing role, preferably in a Managed Service Provider (MSP) environment
• Ability to accurately log and manage support tickets while prioritizing tasks efficiently
• 1+ year of technology or equivalent experience