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SERVICE DESK

Zensar · Pune, Maharashtra, India

About Zensar

142 open jobs
  • IT Services & Consulting
  • 10,001+ employees
  • Pune, Maharashtra

Strong hiring record · median 10 days open

100100

Hiring signal

Actively hiring

Posted today · still listed on the employer's own board · How we score

All reasons

In its favour

  • Posted today
  • Still listed on the employer's own board

Did you apply?

SERVICE DESK at Zensar. We’ll keep it in your applied jobs, so you can see it later and be warned before applying to the same employer twice.

JOB DESCRIPTION

Service Desk Analyst (L1 / L2)

Role Summary

Provide first and second level IT support to end users, ensuring timely resolution of incidents and service requests while maintaining high customer satisfaction.

Key Responsibilities

  • Log, categorize, prioritize, and resolve incidents and service requests.
  • Provide remote troubleshooting for desktops, laptops, O365, email, VPN, printers, and business applications.
  • Perform user account administration in Active Directory and related tools.
  • Escalate unresolved issues to appropriate resolver groups.
  • Monitor ticket queues and ensure SLA compliance.
  • Create and maintain knowledge base articles.
  • Participate in shift handovers and operational reviews.
  • Support onboarding, offboarding, and asset-related activities.
  • Perform root cause identification for recurring issues (L2).
  • Coordinate with infrastructure, network, cloud, and application teams for issue resolution.

Technical Skills

Windows 10/11, Microsoft 365, Outlook, Teams, Active Directory, Azure AD/Entra ID, VPN, Citrix, ServiceNow/ITSM tools, basic networking (DNS, DHCP, TCP/IP), remote support tools.

Qualifications

Bachelor’s degree in Computer Science, IT, or related discipline. ITIL Foundation certification preferred.

Experience

L1

1-3 years of Service Desk / Help Desk experience.

L2

3-6 years of Service Desk, EUC, or Technical Support experience.

Key Competencies

Customer focus, communication skills, analytical troubleshooting, teamwork, documentation, ownership, multitasking, and willingness to work in shifts.

KPIs / Success Measures

SLA Compliance, First Call Resolution (FCR), Customer Satisfaction (CSAT), Ticket Quality Score, Knowledge Contribution, Escalation Reduction, MTTR.

JOB DESCRIPTION

Service Desk Analyst (L1 / L2)

Role Summary

Provide first and second level IT support to end users, ensuring timely resolution of incidents and service requests while maintaining high customer satisfaction.

Key Responsibilities

  • Log, categorize, prioritize, and resolve incidents and service requests.
  • Provide remote troubleshooting for desktops, laptops, O365, email, VPN, printers, and business applications.
  • Perform user account administration in Active Directory and related tools.
  • Escalate unresolved issues to appropriate resolver groups.
  • Monitor ticket queues and ensure SLA compliance.
  • Create and maintain knowledge base articles.
  • Participate in shift handovers and operational reviews.
  • Support onboarding, offboarding, and asset-related activities.
  • Perform root cause identification for recurring issues (L2).
  • Coordinate with infrastructure, network, cloud, and application teams for issue resolution.

Technical Skills

Windows 10/11, Microsoft 365, Outlook, Teams, Active Directory, Azure AD/Entra ID, VPN, Citrix, ServiceNow/ITSM tools, basic networking (DNS, DHCP, TCP/IP), remote support tools.

Qualifications

Bachelor’s degree in Computer Science, IT, or related discipline. ITIL Foundation certification preferred.

Experience

L1

1-3 years of Service Desk / Help Desk experience.

L2

3-6 years of Service Desk, EUC, or Technical Support experience.

Key Competencies

Customer focus, communication skills, analytical troubleshooting, teamwork, documentation, ownership, multitasking, and willingness to work in shifts.

KPIs / Success Measures

SLA Compliance, First Call Resolution (FCR), Customer Satisfaction (CSAT), Ticket Quality Score, Knowledge Contribution, Escalation Reduction, MTTR.

JOB DESCRIPTION

Service Desk Analyst (L1 / L2)

Role Summary

Provide first and second level IT support to end users, ensuring timely resolution of incidents and service requests while maintaining high customer satisfaction.

Key Responsibilities

  • Log, categorize, prioritize, and resolve incidents and service requests.
  • Provide remote troubleshooting for desktops, laptops, O365, email, VPN, printers, and business applications.
  • Perform user account administration in Active Directory and related tools.
  • Escalate unresolved issues to appropriate resolver groups.
  • Monitor ticket queues and ensure SLA compliance.
  • Create and maintain knowledge base articles.
  • Participate in shift handovers and operational reviews.
  • Support onboarding, offboarding, and asset-related activities.
  • Perform root cause identification for recurring issues (L2).
  • Coordinate with infrastructure, network, cloud, and application teams for issue resolution.

Technical Skills

Windows 10/11, Microsoft 365, Outlook, Teams, Active Directory, Azure AD/Entra ID, VPN, Citrix, ServiceNow/ITSM tools, basic networking (DNS, DHCP, TCP/IP), remote support tools.

Qualifications

Bachelor’s degree in Computer Science, IT, or related discipline. ITIL Foundation certification preferred.

Experience

L1

1-3 years of Service Desk / Help Desk experience.

L2

3-6 years of Service Desk, EUC, or Technical Support experience.

Key Competencies

Customer focus, communication skills, analytical troubleshooting, teamwork, documentation, ownership, multitasking, and willingness to work in shifts.

KPIs / Success Measures

SLA Compliance, First Call Resolution (FCR), Customer Satisfaction (CSAT), Ticket Quality Score, Knowledge Contribution, Escalation Reduction, MTTR.

Skills

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