Service Desk Specialist

Job description

Job Title: Service Desk Specialist (Level II or Level III)

Job Type: Full-time, Permanent

Location: Remote

Timings: Night Shift(7:30pm to 4:30am)

Do you love helping people, solving problems, and keeping technology running smoothly? We believe great support combines technical expertise with empathy, clear communication, and curiosity. Every client interaction is an opportunity to make a real difference and show what exceptional service feels like.

As a Service Desk Specialist, you will join a collaborative, high-performing team that delivers fast, thoughtful, and reliable support. You will approach each challenge with care and curiosity, solving issues, improving processes, and using AI-powered tools and automation to work smarter and deliver outstanding results. Clients will enjoy working with you because you communicate with confidence, think ahead, and genuinely want to make things better. From quick fixes to complex solutions, you will help ensure our clients feel confident, supported, and valued every time they interact with your team.

Our Purpose: Become the most loved tech company by clients, team, and community.

Our Values: Get Smarter Every Day, Work AI Smart, Go to the Front of the Net, Show the Love, Plan for Success, Own it, Make it Fun.

We want to hire you if:

• You have 3+ years of experience supporting users in an IT or Service Desk environment and love helping people solve problems.
• You are curious by nature, eager to learn new technologies, improve processes, and share knowledge with your team.
• You communicate clearly and confidently, even when explaining complex technical details.
• You thrive in a fast-paced environment where every interaction matters.
• You believe great support is more than fixing issues; it is about making every client feel understood, valued, and supported.
• You take ownership of your work and follow through on commitments, ensuring issues are resolved right the first time.
• You bring a growth mindset to everything you do, staying adaptable as tools, clients, and technology evolve.
• You are comfortable participating in shift-based work and after-hours support rotations as part of a collaborative team.

Things You Might Have Done Last Week if You Had Worked Here:

• Helped a client regain access to their Microsoft 365 account and walked them through a quick security best-practice update.
• Troubleshot a Teams performance issue and collaborated with a colleague to resolve a network configuration challenge.
• Used AI tools or automation scripts to identify and resolve recurring alerts before clients noticed.
• Updated documentation in ITGlue after discovering a configuration change during a support session.
• Assisted another technician with an escalated ticket and shared insights afterward.
• Joined the weekly Service Desk huddle to review metrics, share ideas, and celebrate client wins.

Language: English (required)

Schedule: Full-time

Job Type: Full-time

Pay: ₹700, ₹1,000,000.00 per year

Benefits:

• Work from home

Application Question(s):

• Do you have 3+ years of experience supporting users in a Service Desk or IT environment?
• Are you comfortable troubleshooting network, software, and hardware issues for end-users?
• Can you communicate technical issues clearly and confidently to non-technical clients?
• Do you have experience in managing tickets in a Service Desk system and meeting SLA targets?
• Are you available to work in the US shift?
• Have you documented resolutions, SOPs, or system configurations in IT knowledge bases?
• Do you have experience using AI tools or automation scripts to identify and resolve recurring issues?
• Can you analyze issues, propose solutions, and resolve problems independently?
• Are you comfortable working in a collaborative team environment and assisting colleagues with escalated tickets?
• Do you hold any IT industry certifications (e.g., AZ-900, SC-400, Microsoft, Cisco, VMware)?

Work Location: Remote