IT Service Desk Specialist 2

ProductLife Group; Ahmedabad District; On-site; INR 420,000 - 540,000; Full time

Job summary

ProductLife Group seeks an IT Service Desk Specialist to deliver first‑level IT support for end users across the globe. The role will manage incidents via ITSM, troubleshoot requests, document activities, and escalate when needed.

Collaboration with internal teams and software vendors is required to resolve complex issues promptly. The role emphasizes clear user communication, adherence to SLAs, and contributing to knowledge bases.

Qualifications

• Previous experience in an IT Service Desk or Help Desk role.
• Good understanding of IT support and troubleshooting processes.
• Experience with ticketing/ITSM tools.
• English communication skills (written and spoken).
• Ability to work with technical teams and external vendors.
• Experience in a regulated Life Sciences context is a plus.

Responsibilities

• Manage and monitor incidents and service requests through the ITSM platform.
• Analyze, troubleshoot and resolve user issues within the scope of the Service Desk.
• Ensure accurate ticket documentation and communications.
• Prioritize tickets based on urgency, impact, and SLAs.
• Escalate complex issues to internal expert teams or external vendors.
• Collaborate with subject matter experts during investigation and resolution.
• Provide timely updates to users throughout lifecycle.
• Contribute to knowledge articles and troubleshooting docs.
• Identify recurring issues and support root-cause analysis.

Skills

IT Service Desk

Ticketing & ITSM

Customer service

English proficiency

Cross-functional collaboration

Regulated environment experience

Tools

RxLogix

ITSM tools

Job description

Make a meaningful impact on global healthcare — and grow your career while doing it. At ProductLife Group, you’ll join an innovative, forward‑thinking team operating across the world to shape the future of life sciences through expertise, collaboration, and purpose‑driven work.

Job Description

The IT Service Desk Specialist is responsible for providing first-level IT support to end users, ensuring the timely and effective management and resolution of service requests and incidents.

The role involves the analysis, troubleshooting and resolution of tickets within the assigned scope, as well as the appropriate escalation of issues requiring specialized expertise. When necessary, the Service Desk Specialist collaborates with internal technical teams, subject matter experts and software vendors to investigate and resolve more complex issues.

Key Responsibilities

• Manage and monitor incidents and service requests through the IT Service Management (ITSM) platform.
• Analyze, troubleshoot and resolve user issues within the scope of the Service Desk.
• Ensure accurate and timely ticket documentation, including troubleshooting activities, resolution and relevant communications.
• Prioritize and manage tickets according to their urgency, impact and applicable Service Level Agreements (SLAs).
• Escalate complex or unresolved issues to the appropriate internal expert teams or external software vendors.
• Collaborate with subject matter experts and software vendors during the investigation and resolution of technical issues.
• Follow up on escalated tickets to ensure timely resolution and effective communication with the end user.
• Provide clear and professional communication to users throughout the incident/request lifecycle.
• Contribute to the creation and maintenance of knowledge articles, FAQs and troubleshooting documentation.
• Identify recurring issues and contribute to root-cause analysis and continuous improvement activities.
• Follow company IT policies, procedures and security requirements, with particular attention to the regulatory and compliance context of the Life Sciences industry.

Required Skills And Experience

• Previous experience in an IT Service Desk, Help Desk or IT Support role.
• Good understanding of IT support and troubleshooting processes.
• Experience working with ticketing / ITSM tools.
• Experience with RxLogix is a plus
• Ability to analyze issues, identify possible causes and determine appropriate resolution or escalation paths.
• Good communication and interpersonal skills, with a strong customer-service orientation.
• Ability to work effectively with technical teams, subject matter experts and external software vendors.
• Ability to manage multiple tickets and priorities in a structured manner.
• Good written and spoken English.
• Experience in a regulated environment, preferably within the Life Sciences industry, is considered a plus.

Soft Skills

• Problem‑solving and analytical mindset.
• Strong communication and collaboration skills.
• Customer‑oriented approach.
• Attention to detail and accuracy.
• Ability to work under pressure and manage competing priorities.
• Proactive approach and willingness to continuously improve processes and knowledge.

Working Hours & Service Coverage

The role is part of a global Service Desk operating on a 24x7 basis to ensure continuous service coverage. The successful candidate, based in India, may be required to work on a shift‑based schedule, including:

• 00:00–08:00
• 08:00–17:00
• Weekend shifts, as required to ensure continuous 24x7 service coverage.

Shift assignments will be planned according to business and service requirements.