Job Title: Service Desk Specialist (L3)
Location:Gift City, Gandhinagar
Shift Timing: 02:00 PM – 11:00 PM (Monday – Friday)
Job Summary
We are seeking a skilled Desktop Support Engineer to provide technical support for software, hardware, and network-related issues. The role involves managing service requests, ensuring timely resolution as per SLAs, and maintaining high levels of user satisfaction.
Key Responsibilities
- Handle and resolve end-user tickets and service requests through email, chat, and ticketing systems.
- Ensure timely resolution of incidents in line with defined SLA timelines and quality standards.
- Install, configure, and troubleshoot desktop systems, applications, and hardware issues.
- Provide user access and system support, including application setup and configuration.
- Perform root cause analysis (RCA) for recurring issues and implement corrective actions.
- Track and manage tickets from initiation to closure, ensuring proper updates and documentation.
- Monitor and maintain IT infrastructure components, including systems, networks, and storage.
- Maintain data backups, logs, and system records to ensure data integrity and compliance.
- Provide priority support for critical incidents and ensure minimal downtime.
- Collaborate with internal teams to resolve complex technical issues.
- Review system logs and automated tickets to ensure all issues are addressed on time.
- Ensure high customer satisfaction with minimal escalations through proactive communication.
Performance Metrics (KPIs)
- Adherence to SLA timelines and resolution targets
- Minimal or zero customer escalations
- High first-call resolution rate
- Positive user feedback and satisfaction levels
Required Skills
- 3-5 years of Experience in Desktop Support / IT Support
- Strong knowledge of Windows OS, hardware troubleshooting, and basic networking
- Familiarity with ticketing tools and incident management systems
- Understanding of SLA-driven support environments
- Strong problem-solving and analytical skills
- Good communication and user-handling abilities
Preferred Qualifications
- Bachelor's degree in IT, Computer Science, or related field
- Relevant certifications (e.g., Microsoft, CompTIA) are a plus
- Experience in a client-facing or support role is preferred
