Specialist - Global Service Desk
Remote · Mohali, Punjab, India
Job Summary
Specialist - Global Service Desk will serve as the first point of contact via phone, email, and chat to provide first-level IT support to Everise Enterprise users. Responsibilities include troubleshooting desktop hardware/software/telephony issues via remote access and support channels, logging and tracking incidents and requests through the Incident Management process, restoring services quickly, documenting resolutions and contributing to knowledge bases, and ensuring effective communication with global support teams. The role requires building strong customer relationships, adhering to ITIL practices, and staying current with product and service knowledge. A Bachelor’s degree in a relevant field and at least 1 year of IT support experience are required, along with familiarity with ticketing systems and networking concepts. The position involves shift work, holidays, and weekends.
Required Qualifications
- Bachelor's degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology, or equivalent
- Minimum 1 year of experience in a professional Service Center environment providing IT support over the phone and via email
- Experience with Windows desktop platforms and MS Office
- Experience supporting LANs, PC hardware configuration, PC operating systems, and desktop software
- Experience with Service Desk ticketing systems (Service Center Manager, Remedy, Service-Now, etc.)
- Basic knowledge of network infrastructure devices and protocols; TCP/IP, Subnetting, Routing, DHCP, DNS
- Support level knowledge of OS, applications, and hardware on Windows and MS Office
- Strong verbal and written communication skills; customer-focused; ability to handle multiple tasks
- Willing to work on shifting schedules, holidays, and weekends
- Strong ITIL knowledge; Incident Management experience
Desired Qualifications
- Bachelor's degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology, or equivalent
- Experience using Windows desktop platforms and MS Office
- Experience with Service Desk ticketing systems (Service Center Manager, Remedy, Service-Now, etc.)
- Basic knowledge of network infrastructure devices and protocols; TCP/IP, Subnetting, Routing, DHCP, DNS
- Incident Management experience and ITIL understanding
- Willing to work on shifting schedules, holidays, and weekends
- Excellent verbal and written communication skills; customer-focused; able to handle multiple tasks
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