SERVICE DESK

Role overview

SERVICE DESK at Zensar

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.

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.
• 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.
• 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.

Preferred qualifications and skills

• ITIL Foundation certification preferred.

Employment details

• Location: Pune [Maharashtra] [India]