Process Lead and service desk Lead

Zensar · Pune

Source and collection record

Last observed by our collector: 9 October 2026 at 12:32 am IST. This is not a manual review or a confirmation from the employer.

Employer requisition: 151985_2

Job type and experience labels are automated discovery categories. The employer determines eligibility. Original experience wording was not retained separately; check the current employer page.

How sourcing and classification work · Report a discrepancy

Your application evidence checklist

Mark the statements you can support after reading the employer source. This checklist stays on this page; it does not score your eligibility or submit an application.

Attendance and availability: I checked the employer page for work location, office attendance, start date and duration.Current requisition: I checked the current employer requisition and its application requirements.

0 of 2 checks marked. Keep unresolved requirements as questions for the employer.

Collected role description

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 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.

Collected experience requirement

3-6 years