IT Service Desk Specialist 3

ProductLife Group; Ahmedabad District; On-site; INR 500,000 - 700,000; Full time

Job summary

ProductLife Group is seeking an IT Service Desk Specialist to provide first-line IT support for end users and manage incidents within ITSM processes. The role involves troubleshooting, escalation when needed, and collaboration with internal teams and vendors.

The successful candidate will document activities, communicate clearly with users, and participate in knowledge base creation. The position supports a global, 24x7 service and may require shift work from India.

Qualifications

• Experience in IT Service Desk, Help Desk or IT Support.
• Familiarity with ITSM processes and ticketing.
• RxLogix experience is a plus.
• Ability to analyze issues and determine resolution or escalation paths.
• Strong written and spoken English communication.

Responsibilities

• Manage incidents and service requests via the ITSM platform.
• Analyze, troubleshoot and resolve end-user issues within scope.
• Document troubleshooting steps, resolutions and communications.
• Prioritize tickets by urgency and SLA.
• Escalate complex issues to internal experts or vendors.
• Collaborate with SMEs and vendors during investigations.

Skills

IT Service Desk

ITSM tools

Customer service

English communication

Tools

RxLogix

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.