SERVICE DESK-SERVICE DESK - F2 - Professional

Job Title: Service Desk Services-L1

About Zensar:

Zensar is a digital solutions company helping organizations around the world achieve new thresholds of business performance. We work with clients in banking and financial services, hi-tech and manufacturing, insurance, consumer services, and more. We prepare our clients for sustainable success through experience design, cloud technology, advanced analytics, and business acceleration.

About Job:

We are hiring a talented Service Desk Management professional to join our team. If youre excited to be part of a winning team, Zensar is a great place to grow your career. You will be glad you made the right choice to join us.

Jr (3-4 yrs.)

Own end to end responsibility to progress each ticket logged onto Customer's ServiceNow for any resolver group, irrespective of geography, application or support area.

Tickets will be managed by priorities and determined by Customer specific business impact, with the Service Desk operative providing regular end-user updates and escalating within any resolver groups, Customer team or vendors to ensure visibility of any potential failures to resolve issues to the satisfaction of the End User.

Each associated Service Desk operative will be familiar with Customer business imperatives, technologies and support processes. They will be responsible for progressing to completion.

Troubleshoot, diagnose and analyze the issues and implement corrective solutions related to Laptops/ desktops/ mobiles and peripherals

Utilize MS Teams/LogMeIn remote desktop tool to facilitate troubleshooting efforts with Customer users

Document the activities, situational facts, communication, troubleshooting and update the knowledge base during troubleshooting activities

MACD activities, training and job-aids for new users

Vendor coordination with third-party firm to manage the Asset Management lifecycle.

Desktop / laptop / phones / tablet OS to support - MAC, PC, IOS, Android

Provide basic level knowledge to users on hardware & software usage including onboarding orientations.