Project Service Desk Associate

3 hours ago

Hyderabad, Telangana, India Stratsol Software Systems Full time ₹ 4,00,000 - ₹ 8,00,000 per year

We are seeking a Project Service Desk Associate to join our offshore support team. The ideal candidate will serve as the first point of contact for project-related service requests, incidents, and escalations. This role requires strong communication skills, attention to detail, and the ability to work in a fast-paced, global environment supporting multiple stakeholders.

Key Responsibilities

  • Act as the initial point of contact for project teams, field technicians, and clients regarding service tickets and work orders.
  • Create, update, and monitor tickets in the service management system to ensure timely resolution.
  • Coordinate with onsite/offshore teams to ensure smooth delivery of field services and project activities.
  • Track project milestones, deliverables, and report progress to project managers.
  • Escalate unresolved issues to appropriate teams and follow up for closure.
  • Maintain documentation and update internal trackers for assigned projects.
  • Support onboarding of new technicians and assist in scheduling, communication, and documentation tasks.
  • Collaborate with internal departments (HR, Operations, Scheduling, and Finance) for end-to-end project support.

Required Skills and Qualifications

  • Bachelors degree or equivalent experience.
  • 1–3 years of experience in service desk, project coordination, or technical support role.
  • Strong communication skills (written and verbal) in English.
  • Proficiency in MS Office (Excel, Outlook, Teams) and ticketing tools (ServiceNow, Jira, etc.).
  • Excellent organizational and multitasking abilities.
  • Customer-focused attitude with strong problem-solving skills.
  • Willingness to work in shifts or flexible hours as required by project timelines.

Preferred Qualifications

  • Prior experience supporting IT field services, infrastructure projects, or global clients.
  • Familiarity with SLA management and reporting metrics.
  • Basic understanding of networking, hardware, or POS systems (a plus).

Why Join Us

  • Opportunity to work with a global team on large-scale IT projects.
  • Growth-oriented work environment with learning opportunities.
  • Exposure to client-facing operations and project lifecycle management.

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