At PDI Technologies, we empower some of the world's leading convenience retail and petroleum brands with cutting-edge technology solutions that drive growth and operational efficiency.
By “Connecting Convenience” across the globe, we empower businesses to increase productivity, make more informed decisions, and engage faster with customers through loyalty programs, shopper insights, and unmatched real-time market intelligence via mobile applications, such as GasBuddy. We’re a global team committed to excellence, collaboration, and driving real impact. Explore our opportunities and become part of a company that values diversity, integrity, and growth.
Role Overview
The Service Desk Agents are responsible for processing and initial triage of support issues for clients and projects. Service Desk Agents are responsible for supporting Service Desk function for desktop and browser support. Agents collect information and apply initial triage to inbound client requests. Additionally, you will provision and manage access to Active Directory, Oracle databases and internal systems. Service Desk Agents support client proprietary equipment including scripting software updates and patch management. This role is for an ambitious team player. Please note that shift requirements vary by quarter, but you must have flexibility to work any shift as we require 24x7 coverage.
Work Timings: IST 7:00 PM to 4:00 AM
Key Responsibilities
Process calls/emails/portal created tickets
Perform initial triage on break/fix issues from clients
Follow appropriate triage processes to escalate issues if necessary
Document all actions in cases to effectively communicate information internally and to client
End-user support for client facing tools
Provide hardware/software support for corporate and retail users
Configuration and troubleshooting of client proprietary products and services
Provision and manage accounts in systems such as Active Directory and Oracle databases
Submit appropriate bug, support and feature requests
Attend relevant meetings and take notes as needed
Provide excellent customer service
Candidates must demonstrate the ability to effectively leverage AI tools, automation, and modern AI technologies to enhance productivity, problem-solving, and innovation in their daily work. Proven ability to use AI-powered tools to improve efficiency, accelerate development, and solve complex problems. AI proficiency is required: ability to use and adapt to modern AI tools and technologies as part of day-to-day work.
Qualifications
Customer-first Mentality with attention to Detail
Excellent Problem-Solving Skills
Excellent Time Management and Communication Skills
Ability to work with a variety of customers and vendors (some technical, some non-technical)
Understanding of hardware and software troubleshooting
Understanding of Microsoft Applications
Understanding of browser troubleshooting
High school diploma or GED
Behavioral Competencies
Ensures Accountability
Manages Complexity
Communicates Effectively
Balances Stakeholders
Collaborates Effectively
PDI is committed to offering a well-rounded benefits program, designed to support and care for you, and your family throughout your life and career. This includes a competitive salary, market-competitive benefits, and a quarterly perks program. We encourage a good work-life balance with ample time off [time away] and, where appropriate, hybrid working arrangements. Employees have access to continuous learning, professional certifications, and leadership development opportunities. Our global culture fosters diversity, inclusion, and values authenticity, trust, curiosity, and diversity of thought, ensuring a supportive environment for all.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
