Location:
Jaipur
Industry:
Information Technology (IT)
Experience:
Job Description
We are seeking an experienced and highly skilled Service Desk Specialist IV to lead the resolution of complex technical issues and mentor junior team members. You will manage escalated support cases, optimize support processes, and contribute to continuous service improvement across the IT ecosystem.
Key Responsibilities:
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Handle high-priority and escalated incidents requiring advanced troubleshooting
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Provide end-user support across hardware, software, OS, and enterprise applications
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Lead root cause analysis (RCA) and document preventive measures
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Manage SLAs, ticket queues, and performance metrics for service desk delivery
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Guide and mentor Level 1–3 support staff, ensuring technical consistency and quality
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Collaborate with infrastructure, security, and application teams for cross-functional resolutions
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Maintain and enhance the knowledge base and documentation
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Participate in audits, compliance checks, and process improvement projects