Service Desk Specialist

About the role

As a , you will play a crucial role in ensuring that our internal teams receive top-notch support for their IT needs. You will be the first point of contact for technical issues, providing assistance and troubleshooting for a variety of software and hardware problems. This position requires a proactive individual who can work effectively in a fast-paced environment while maintaining high standards of customer service. Your expertise will help maintain operational efficiency and enhance the overall employee experience within the company.

Key facts

What you'll do

• Serve as the primary point of contact for internal staff seeking technical assistance and support related to computer systems, hardware, and software applications.
• Diagnose and resolve technical issues via phone, email, or in-person interactions, ensuring timely and effective solutions.
• Maintain a detailed log of support requests and resolutions in the ticketing system, ensuring accurate tracking of issues and follow-ups.
• Collaborate with other IT team members to escalate complex issues that require advanced troubleshooting or specialized knowledge.
• Provide guidance to users on best practices for utilizing software applications, operating systems, and hardware.
• Assist in the setup and configuration of new devices, including desktops, laptops, and peripherals, ensuring all equipment is ready for use.
• Conduct regular maintenance checks on IT equipment and software to ensure optimal performance and security.
• Develop and update user documentation and training materials to enhance user understanding and self-service capabilities.
• Participate in IT projects aimed at improving service delivery, system upgrades, and implementation of new technologies.
• Stay informed about the latest technology trends and tools to provide informed recommendations for improving the service desk function.

Requirements

• A bachelor's degree in Information Technology, Computer Science, or a related field is preferred.
• Minimum of 2 years of experience in a technical support or service desk role, preferably within a corporate environment.
• Strong understanding of computer systems, mobile devices, and other technology products.
• Proficiency in troubleshooting hardware and software issues across various operating systems, including Windows and macOS.
• Experience with ticketing systems and remote support tools to manage user requests effectively.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Strong customer service orientation with a focus on user satisfaction and problem resolution.
• Ability to work independently and as part of a team, managing multiple priorities in a dynamic environment.

Nice to have

• Familiarity with cloud-based solutions and services, particularly within the context of data backup and recovery.
• Experience with ITIL frameworks or certifications that demonstrate knowledge of IT service management best practices.
• Knowledge of networking concepts and basic troubleshooting of network-related issues.
• Prior experience in a SaaS (Software as a Service) environment is a plus.

Skills & tools

• Proficient in using Microsoft Office Suite, including Word, Excel, and PowerPoint, for documentation and reporting.
• Familiarity with remote desktop applications and tools for providing support to users.
• Knowledge of Active Directory for user account management and permissions.
• Experience with ticketing systems such as Jira, ServiceNow, or similar platforms.
• Basic understanding of cybersecurity principles and practices to ensure data protection.
• Strong analytical and problem-solving skills to identify root causes and implement effective solutions.

Practical notes

• This position is based in Pune, Maharashtra, India, and may require occasional overtime or flexibility in working hours based on the needs of the business.
• The role involves direct interaction with employees across various departments, making strong interpersonal skills essential.
• Candidates must be willing to undergo background checks and any necessary training to align with company policies and procedures.
• Druva is committed to fostering an inclusive workplace where diversity is valued, and all employees are empowered to contribute to their fullest potential.

In summary, the Service Desk Specialist position at Druva offers an exciting opportunity for individuals passionate about technology and dedicated to providing exceptional support. If you meet the qualifications and are eager to contribute to a dynamic team, we encourage you to apply and be part of our mission to deliver innovative data protection solutions.

About the company

An American software company operating in private markets. Core business centers on subscription based tools for data protection and information management. Service delivery follows a cloud based model. Focus remains on enterprise customers needing storage efficiency and secure handling of digital assets. Continuous product development targets reliability and scalability. Company structure supports long term planning without public market pressures. Clients rely on solutions for backup, recovery, and compliance needs. Overall direction aims at simplifying complex data workloads for diverse industries.