It Service Desk Specialist - Vadodara - Petroexcel Technology Services

    Petroexcel Technology Services
    Full time
    Description

    We are seeking a proactive and customer-focused IT Service Desk Specialist with 1 to 3 years of hands-on experience in technical support and end-user services. The ideal candidate will be responsible for providing first-line support, resolving IT incidents, handling service requests, and ensuring high levels of customer satisfaction across the organization.

    Key Responsibilities:

    • Provide first-level technical support via phone, email, chat, or in-person for hardware, software, network, and application-related issues.
    • Diagnose, log, and resolve IT incidents and service requests within agreed SLAs.
    • Install, configure, and troubleshoot desktop/laptop systems, mobile devices, printers, and peripherals.
    • Maintain knowledge base documentation and standard operating procedures.
    • Escalate complex issues to L2/L3 teams as necessary and follow through on resolution.
    • Assist with user onboarding/offboarding including account setup, access rights, and equipment provisioning.
    • Monitor and manage IT tickets using a ticketing system (e.g., ServiceNow, Jira, or Freshservice).
    • Perform regular system checks, updates, and patch management under guidance.
    • Support remote users via remote desktop tools (e.g., AnyDesk, TeamViewer, RDP).
    • Maintain asset records and inventory of IT equipment.

    Required Skills & Qualifications:

    • Bachelor's degree in Computer Science, Information Technology, or a related field.
    • 1–3 years of experience in IT support or service desk roles.
    • Basic understanding of Windows/Mac OS, Microsoft Office 365, Active Directory, and common enterprise tools.
    • Familiarity with ticketing systems and remote support tools.
    • Excellent problem-solving and communication skills.
    • Ability to multitask and prioritize in a fast-paced environment.
    • Willingness to work in shifts or on-call rotation if required.

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