vConstruct, a Pune-based Construction Technology company is seeking a Service Desk Specialist who will provide critical technical support to end-users, focusing primarily on L1 issues related to Primavera and Autodesk Creative Cloud and other applications. This role requires a resource who is proficient in troubleshooting software and hardware problems. The specialist will provide support across various platforms, ensuring high levels of customer satisfaction and swift resolution of technical issues.
Responsibilities:
Customer Issue Ownership: Take full ownership of user-reported issues related to Primavera, Autodesk Creative Cloud, and other applications, ensuring efficient and timely solutions.
Technical Support: Diagnose and resolve application-related issues, including installations, configurations, and functionalities.
Escalation Handling: Follow established procedures to escalate unresolved issues to specialized teams, ensuring smooth issue resolution.
Multi-channel Support: Provide support through phone, email, IM, and video conferencing tools for both hardware and software issues.
Ticket Documentation: Log, track, and manage all support requests in a ticketing system with accurate updates and documentation.
System Knowledge Development: Build expertise in Primavera, Autodesk Creative Cloud, and related applications to serve as the subject matter expert (SME) for L1 support.
Knowledge Base Management: Maintain and update the solutions database to provide accurate and current troubleshooting resources.
Service Desk Support: Assist internal teams with incident resolution, service request processing, process improvements, and user satisfaction enhancement.
Qualifications:
- 4-6 years in Service Desk or IT support, focusing on software and hardware troubleshooting.
- Experience supporting Windows 10/11, Office 365, and mobile platforms (iOS/Android).
- Expertise in remote access tools like VPN, Citrix, and VDI, including multi-factor authentication troubleshooting.
- Familiarity with ITIL principles and IT service management best practices.
- Strong verbal and written communication skills for effective collaboration.
- Excellent interpersonal skills to deliver exceptional client service, especially under pressure.
- Ability to prioritize tasks, manage time effectively, and work in a 24x7 support environment.
- Prior experience in the AEC industry or with project management tools like Primavera is an advantage.
- Proficiency with platforms such as Samanage, JIRA, ServiceNow, or CA Service Desk.
Education
Bachelor’s degree in computer science or a related field.
ITIL and Microsoft certifications preferred. Globally recognized IT certifications are mandatory.
About vConstruct:
vConstruct specializes in providing high quality Building Information Modeling and Construction Technology services geared towards construction projects. vConstruct is a wholly owned subsidiary of DPR Construction. For more information, please visit www.vconstruct.com
About DPR Construction:
DPR Construction is a national commercial general contractor and construction manager specializing in technically challenging and sustainable projects for the advanced technology, biopharmaceutical, corporate office, and higher education and healthcare markets. With the purpose of building great things—great teams, great buildings, great relationships—DPR is a truly great company. For more information, please visit www.dpr.com.
