Service Desk Specialist (L3)

Job Title: Service Desk Specialist (L3)Location: Gift City, GandhinagarShift Timing: 02:00 PM – 11:00 PM (Monday – Friday)Job SummaryWe 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 ResponsibilitiesHandle 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 targetsMinimal or zero customer escalationsHigh first-call resolution ratePositive user feedback and satisfaction levelsRequired Skills5+ years of Experience in Desktop Support / IT SupportStrong knowledge of Windows OS, hardware troubleshooting, and basic networkingFamiliarity with ticketing tools and incident management systemsUnderstanding of SLA-driven support environmentsStrong problem-solving and analytical skillsGood communication and user-handling abilitiesPreferred QualificationsBachelor’s degree in IT, Computer Science, or related fieldRelevant certifications (e.g., Microsoft, CompTIA) are a plusExperience in a client-facing or support role is preferred.

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