Service Desk Specialist (L3)

iConsultera

Website: iconsultera.com
Job details:

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

Click on Apply to know more.