SERVICE DESK Professional
Zensar Technologies · Pune · onsite · Posted 29d ago
Undisclosed2–5 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
An IT Service Desk analyst acts as the primary point of contact for technical support, managing, troubleshooting, and resolving hardware, software, and network issues via ticketing systems. They install, configure, and maintain IT assets while ensuring service level agreement (SLA) compliance, documentation, and prompt escalation of complex issues.
Key Responsibilities
- Incident Management: Logging, prioritizing, and resolving incoming user requests via phone, email, and chat.
- Technical Support: Troubleshooting hardware, software, and operating systems remotely or in-person.
- Asset Management: Installing and configuring computers, printers, and software applications.
- Ticket Management: Tracking issues to completion within a ticketing system.
- Escalation: Escalating complex, unresolved issues to higher-level support teams.
- Documentation: Creating user manuals, FAQs, and maintaining knowledge base records.
- User Support: Providing onboarding support for new hires and guiding users through solutions.
Freshworks +8
Required Skills and Qualifications
- Technical Expertise: Knowledge of Windows/macOS operating systems, networking fundamentals, and Microsoft Office 365.
- Communication: Strong verbal and written communication skills to articulate technical solutions.
- Problem-Solving: Excellent analytical skills to diagnose issues.
- Certifications: Often requires certifications such as ITIL Foundation, CompTIA A+ , or Microsoft Certified Professional.
- Customer Service: Focused on end-user satisfaction.
Required Skills and Qualifications
- Technical Expertise: Knowledge of Windows/macOS operating systems, networking fundamentals, and Microsoft Office 365.
- Communication: Strong verbal and written communication skills to articulate technical solutions.
- Problem-Solving: Excellent analytical skills to diagnose issues.
- Certifications: Often requires certifications such as ITIL Foundation, CompTIA A+ , or Microsoft Certified Professional.
- Customer Service: Focused on end-user satisfaction.
Key Responsibilities
- Incident Management: Logging, prioritizing, and resolving incoming user requests via phone, email, and chat.
- Technical Support: Troubleshooting hardware, software, and operating systems remotely or in-person.
- Asset Management: Installing and configuring computers, printers, and software applications.
- Ticket Management: Tracking issues to completion within a ticketing system.
- Escalation: Escalating complex, unresolved issues to higher-level support teams.
- Documentation: Creating user manuals, FAQs, and maintaining knowledge base records.
- User Support: Providing onboarding support for new hires and guiding users through solutions.
Disclaimer: This job posting and location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
Customer ServiceIncident Managementanalytical thinkingnetworking fundamentalsmicrosoft officeAsset ManagementArticulateComputer NetworksIT Service DeskCompTIAOnboardingOperating SystemsCommunication Skillscompliance
About Zensar Technologies
Zensar Technologies
IT Services & Consulting
10.0k+
employees
2001
25 years old
Pune, Maharashtra
India
About
Zensar is a global organization that conceptualizes, builds, and manages digital products through experience design, data engineering, and advanced analytics for leading companies.
Industries
IT Services & Consulting
Employee ratings
2,994 reviews
3.7/ 5
Culture
3.5
Career growth
3.0
Work-life
3.8
Employees rate it well for
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