Service Desk Specialist

About Us This won’t just be your next job. Or your first. It will be the turning point of your story. At DPL, we’ve spent over 20 years doing things differently. Challenging outdated norms and fostering a culture that prioritizes people. We’re here to help you grow. Not just as a professional but as a person. That’s what drives us. You won’t find rigid hierarchies here. You’ll find teams that organize themselves, voices that actually get heard, and space to experiment, learn, and try again. We work with AI, IoT, and 4IR technologies. Not just to keep up with the future but to help shape it. And we do it with curiosity, creativity, and a deep sense of purpose. Our goal is simple and ambitious. To become the most transformative technology services company in the world. It’s not just talk. We’re proud to be the only South Asian company in Newsweek’s Top 100 Most Loved Workplaces (2025) . A sign we’re on the right path. If you’re looking for a place to reach your best potential, come and join the rebel movement. Job Description This position plays a crucial role in ensuring uninterrupted IT services and solutions for global operations. The ideal candidate will have strong technical expertise, effective communication skills, and the ability to work efficiently in a remote environment. Key Responsibilities Incident Management: Respond promptly to service desk requests from international users, diagnose technical issues, and resolve incidents within agreed service levels across different time zones in accordance with defined SLAs. Problem Resolution: Troubleshoot and resolve hardware, software, and network-related issues for desktops, laptops, mobile devices, and other IT infrastructure remotely. Service Requests: Manage user requests for account management, access permissions, and system setups in accordance with defined SLAs. Ticketing System: Oversee the management of incidents and problems, ensuring all user requests are managed through the global ticketing system. Documentation: Maintain detailed and accurate logs of incidents, actions taken, and resolutions in the service desk system. User Training: Provide remote guidance and orientation to end-users on IT systems, tools, and processes. Escalation: Escalate unresolved issues to user support, onsite or infrastructure teams as needed. Proactive Monitoring: Monitor system performance remotely, identify potential issues, and recommend solutions to ensure optimal operation. Collaboration: Work closely with IT teams across different regions to enhance service delivery and support processes. Perform troubleshooting to diagnose and resolve problems (e.g., repair or replace parts, debugging, etc.) remotely. Provide orientation and training to users on how to operate new software and equipment. Install and configure appropriate software and functions according to global specification. Checking computer hardware (HDD, mouse, keyboards, etc.) remotely to ensure functionality. Maintain records/logs of repairs, fixes, and maintenance schedules for offshore users. Qualifications & Skills Educational Background: Diploma or bachelor’s degree in information technology, Computer Science, or a related field. Technical Expertise: Proficiency in remote troubleshooting, Windows operating systems, Microsoft Office 365, and IT service management tools. Certifications (preferred): ITIL Foundation certification, CompTIA A+, or equivalent credentials. Problem-Solving Skills: Ability to analyze complex issues and recommend effective remote solutions. Communication: Strong English verbal and written communication skills; ability to convey technical information effectively to non-technical users across various regions. Customer Service: A proactive and empathetic approach to addressing offshore user concerns and needs. Teamwork: Ability to collaborate efficiently with global teams in a remote work environment. Flexibility: Adaptability to changing priorities, time zones, and challenges in a dynamic offshore setup. Working Conditions Full-time remote position with flexible hours to accommodate international time zones; may require occasional on-call support/travel to locations. Collaborative work environment with virtual tools and platforms to ensure effective communication and coordination. Opportunities for professional growth and development within IT department.