[Hiring] Service Desk Analyst @Zensar

Role Description

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
• 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