Digital IT Operations Specialist

Role Overview: You will be working as a Digital IT Operations Specialist based in Pune, India. As a desktop support expert, you will be responsible for computer hardware, software, and peripherals. Your role will involve providing second-line investigation and diagnosis, resolving incidents/service requests, escalating unresolved issues, maintaining the Global Asset Management database, conducting hardware and software maintenance, and participating actively in the IT team. Key Responsibilities: - Provide second-line investigation and diagnosis - Resolve and close incidents/service requests within allocated timelines - Escalate unresolved incidents/service requests as necessary - Log incident/service request details per help desk procedures - Communicate with customers regarding incident progress - Ensure tickets are always updated until issues are resolved - Conduct customer satisfaction callbacks/surveys - Comply with QHSE and IT policies - Liaise with customers, other SLB IT support groups, and 3rd party providers when necessary - Perform staging of PCs - Maintain the Global Asset Management database with hardware updates - Perform IMAC (Install, Move, Add, and Change) - Conduct hardware and software maintenance and support - Troubleshoot and resolve PC incidents and VIP requests - Liaise with 3rd party suppliers for hardware repair - Assist with IT security issues and virus elimination - Assist in infrastructure setup and renovation projects - Coordinate spare asset inventory - Assist in network equipment maintenance - Present and educate IT solutions to customers - Organize and schedule UseIT training - Participate in Area/Geomarket projects - Supervise suppliers for IT equipment maintenance - Channel requests for help to appropriate functions - Work with Enterprise Services teams on upgrades - Manage small IT projects at the location - Dispose of IT hardware following procedures - Ensure process consistency - Engage with stakeholders regularly - Identify and contribute to the resolution of operational problems - Report technical issues to senior management Qualifications Required: - Minimum bachelor's degree preferably in IT or Engineering - Minimum 3-5 years of experience in an IT-related discipline Additional Details: - Fluent in English and a continuous learning enthusiast - Willingness to work flexible hours and travel to remote locations - Ability to write technical support documentation is a plus - Excellent customer interface and interpersonal communication skills - Team player with good organizational, time management, analytical, and problem-solving skills - Understanding of customer satisfaction principles and practices - Knowledge of ITIL based IT Service Model and database/application development is a plus,