Service Desk Specialist

2 days ago

Bengaluru, Karnataka, India LogFix SCM Solutions Pvt Ltd Full time ₹ 5,00,000 - ₹ 15,00,000 per year

Job Title: Senior Service Desk Specialist

Experience Required: 8+ Years

Location: Bangalore

Role Overview:

We are seeking an experienced and detail-oriented Senior Service Desk Specialist to lead support operations, streamline escalation workflows, and strengthen our IT service management processes. This role requires expertise in handling complex escalations, MIS reporting, and documenting key procedures across the organization. The ideal candidate will have strong problem-solving skills, experience in ITIL processes, and the ability to drive continuous improvements in service desk operations.

Key Responsibilities:

  1. Ticket Management & Escalations

Review daily support tickets and categorize them into L1, L2, and L3 escalations.

Build and maintain structured workflows for escalation management.

Ensure timely resolution of critical issues while maintaining high-quality support standards.

  1. MIS Reporting & Process Improvement

Develop and manage MIS reporting to track ticket trends and performance metrics.

Identify recurring issues and gaps in current processes.

Recommend and implement process improvements to enhance efficiency and customer satisfaction.

3.Documentation & Knowledge Management

Document key procedures and workflows across the organization.

Maintain a comprehensive knowledge base for common issues, fixes, and escalation paths.

Ensure documentation is up-to-date, standardized, and easily accessible.

4.Team Collaboration & Leadership

Work closely with support teams to ensure smooth operations and consistent service delivery.

Mentor and guide junior team members.

Collaborate with cross-functional teams to improve service desk effectiveness.

Skills & Qualifications:

Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience).

8+ years of experience in IT Service Desk / Technical Support, with exposure to L1, L2, and L3 escalations.

Strong understanding of ITIL practices and incident/problem management.

Proficiency in ticketing tools (e.g., ServiceNow, Jira, BMC Remedy, or similar).

Experience in MIS reporting and data analysis.

Excellent communication, documentation, and stakeholder management skills.

Strong problem-solving and analytical abilities.

Ability to lead initiatives and drive process improvements.

Nice to Have:

ITIL certification (Foundation / Intermediate).

Experience with automation in service desk workflows.

Exposure to cloud-based support environments (Azure, AWS, etc.).

  • IT Service Desk Support Specialist

    2 weeks ago

    Bengaluru, Karnataka, India Molecular Connections Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    About Us:At Molecular Connections, we believe in "Connecting brilliant minds, for building the future of scientific intelligence. Founded more than two decades ago, Molecular Connections is the leading AI-ML led data science organization accelerating digital transformation of Scientific Scholarly Publishing, STEM (science, technology, engineering and...

  • Service Desk Specialist

    2 days ago

    Bengaluru, Karnataka, India Wipro Full time ₹ 2,00,000 - ₹ 6,00,000 per year

    Role & responsibilities1+ years of previous experience in IT helpdesk (Voice)Excellent communications skills (verbal and written)Knowledge on ITIL Framework and TerminologiesKnowledge on Windows, Mac operating systems & VDI environmentsDemonstrated problem solving capabilitiesAdhere to established Service Levels Agreements and ensure to follow up on the...

  • Service Desk Lead

    2 weeks ago

    Bengaluru, Karnataka, India Relevance Labs Full time ₹ 10,000 - ₹ 50,000 per year

    The Service Desk Lead for the Carne Project will be responsible for overseeing the daily operations of the service desk, ensuring that IT support services are delivered efficiently and effectively. This role involves managing a team of service desk analysts, providing technical guidance, and ensuring adherence to service level agreements (SLAs). The ideal...

  • Service Desk

    2 days ago

    Bengaluru, Karnataka, India Anya Consultancy Services Full time ₹ 2,40,000 - ₹ 6,00,000 per year

    Position: L1 Service Desk / Technical Support (Freshers)Location: Bangalore / Coimbatore (Work-from-Home option available)About the Role:We are looking for enthusiastic fresh graduates to join our L1 Service Desk / Technical Support team. This role offers exposure to technical support operations with opportunities to grow into L2/L3 roles and eventually...

  • It Service Desk Analyst

    1 week ago

    Bengaluru, Karnataka, India Frontier Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    Job Title: IT Service Desk AnalystDepartment: Service DeskLocation: Bangalore Reports to: RSDMJob Type: Full-timeJob Summary:We are seeking a motivated and customer-oriented IT Service Desk Analyst to join our IT support team. The ideal candidate will provide first-line technical support to end-users, troubleshoot hardware and software issues, and ensure...

  • Service Desk Coordinator

    2 weeks ago

    Bengaluru, Karnataka, India Power Bridge Full time ₹ 2,00,000 - ₹ 6,00,000 per year

    About UsPower Bridge is a customer centric AV & IT Infrastructure Solution & Services Provider, pivoting to bridge the Gap between innovative IT products, solutions and Customer needs.With Offices in Bangalore (HQ) and Hyderabad, we boast the capabilities and operational excellence to execute projects for our customers across India.Our Passionate teams...

  • Service Desk lead L1

    2 weeks ago

    Bengaluru, Karnataka, India Wipro Full time ₹ 12,00,000 - ₹ 24,00,000 per year

    Role:Service desk leadDo:To support the service desk agents in prompt delivery & customer service Advise and collaborate with the agents on current issues and works toward the resolution of tickets Manage and coordinate escalated work orders from the ServiceDesk team that requires additional troubleshooting and follow-up Coordinate with other IT teams...

  • IT Service Desk Italian

    4 days ago

    Bengaluru, Karnataka, India ITC Infotech Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Key Responsibilities: 4 - 6 yrs. Italian language proficiency is required. Act as the first point of contact for end-users via phone, email, chat, or ticketing system. Log, track, and manage incidents, service requests, and escalations in the ITSM tool. Provide remote troubleshooting for desktops, laptops, applications, network, and other IT-related issues....

  • Service Desk Specialist-Polish SD

    4 days ago

    Bengaluru, Karnataka, India Datacore Technologies Full time ₹ 4,00,000 - ₹ 12,00,000 per year

    Detailed JD:MultilingualPolish4-6 Years of experience in IT Service Desk Operations Able to take ownership of team responsibilities when needed and making sure that the deadlines are met Keen and ready to learn new concepts and design solutions for the toughest of problems Can demonstrate ability to deliver excellent quality of work selflearn and work under...

  • IT Service Desk

    2 weeks ago

    Bengaluru, Karnataka, India Computacenter Full time ₹ 2,00,000 - ₹ 6,00,000 per year

    Life on the teamAre you passionate about Service desk Opportunities and ready to explore your capabilities?Service desk professionals are problem solvers, as a growing organization in India, there are more opportunities for career advancement and professional development. As the company expands, new roles and responsibilities will emerge with the chance to...