Zensar Technologies—SERVICE DESK-SERVICE DESK

Job description

Description: As a Service Desk Associate, you will be the primary point of contact for end-users, offering technical support and resolving a range of IT-related issues. Your role is crucial in maintaining efficient and effective IT operations, ensuring our users receive timely and professional assistance. Requirements: - 1 to 7 years of experience in an L1 Technical Service Desk or IT Helpdesk role is essential. - ITIL V3 Foundation or ITIL 4 Foundation Certification is a mandatory requirement. - Experience in a 24x7 support environment with rotational shifts is preferred. - Strong proficiency in ITSM tools like ServiceNow, ManageEngine, or similar platforms. - Excellent technical skills in Windows administration, Microsoft 365 Suite, Active Directory, and VPN troubleshooting. - Remote support tools expertise and a solid understanding of basic networking concepts. - Strong communication skills, both verbal and written, are a must. - A customer-centric approach and the ability to manage multiple tasks simultaneously. - Analytical mindset with problem-solving abilities, working independently and within a team. - Stakeholder management skills and a professional demeanor when interacting with customers. Responsibilities: - Act as the SPOC for end-user IT support, ensuring a prompt response to all queries. - Log and manage incidents and service requests through our ITSM tool, maintaining accurate records. - Provide first-line technical support for hardware, software, and network issues, offering quick resolutions. - Diagnose and resolve Windows OS, Microsoft 365, and VPN-related problems, ensuring a smooth user experience. - Perform user account administration, including password resets and access management. - Escalate complex incidents to the appropriate teams, maintaining ownership and regular updates. - Monitor ticket queues to ensure timely updates and SLA adherence. - Contribute to knowledge base articles, enhancing our internal resources. - Follow ITIL processes, including Incident, Service Request, Problem, and Change Management. - Deliver exceptional customer service, ensuring high levels of user satisfaction.