Project Service Desk Associate

Project Service Desk Associate

Key Responsibilities

• Act as the initial point of contact for project teams, field technicians, and clients regarding service tickets and work orders.
• Create, update, and monitor tickets in the service management system to ensure timely resolution.
• Coordinate with onsite/offshore teams to ensure smooth delivery of field services and project activities.
• Track project milestones, deliverables, and report progress to project managers.
• Escalate unresolved issues to appropriate teams and follow up for closure.
• Maintain documentation and update internal trackers for assigned projects.
• Support onboarding of new technicians and assist in scheduling, communication, and documentation tasks.
• Collaborate with internal departments (HR, Operations, Scheduling, and Finance) for end-to-end project support.

Required Skills and Qualifications

• Bachelors degree or equivalent experience.
• 1–3 years of experience in service desk, project coordination, or technical support role.
• Strong communication skills (written and verbal) in English.
• Proficiency in MS Office (Excel, Outlook, Teams) and ticketing tools (ServiceNow, Jira, etc.).
• Excellent organizational and multitasking abilities.
• Customer-focused attitude with strong problem-solving skills.
• Willingness to work in shifts or flexible hours as required by project timelines.

Preferred Qualifications

• Prior experience supporting IT field services, infrastructure projects, or global clients.
• Familiarity with SLA management and reporting metrics.
• Basic understanding of networking, hardware, or POS systems (a plus).

Why Join Us

• Opportunity to work with a global team on large-scale IT projects.
• Growth-oriented work environment with learning opportunities.
• Exposure to client-facing operations and project lifecycle management.