Service Desk Associate

Job Summary -

A Service Desk Agent is responsible for providing first-line technical support and assistance to end-users.

Years of experience needed - 1 to 2 Years

Technical Skills:

Good communication skills

Support Users in a professional and courteous manner

Ensure adherence to ZB and Mphasis processes and policies

Own ZB user issue to resolution

Respond to all in-scope activities as defined in Appendix 2

Log all User Service Tickets in ITSM systems with complete and accurate information

Perform daily/weekly/monthly scheduled reporting

Submit knowledgebase article update request on a regular basis for new and existing issues and resolutions

Managing customer inquiries and troubleshooting technical issues.

Maintaining customer relationships and ensuring customer satisfaction.

Ticket management, problem-solving, and effective communication with users.

Receiving, troubleshooting, and resolving IT-related incidents and service requests.

This role is crucial in ensuring smooth IT operations and user support within an organization.