Service Desk Lead

Zensar Technologies; Hyderabad; Remote; INR 800,000 - 1,200,000; Full time

Job summary

Zensar Technologies is hiring for a senior IT Helpdesk role in India. You will be the single point of contact for complex client issues, managing shifts including overnight and weekends, and supporting L1/L2 staff across calls, chats, and tickets.

You will handle ITIL-based incident and request management, uphold SD metrics, and perform password resets, network and application troubleshooting with first-call resolution. Prior experience with international clients is required.

Qualifications

• 5+ years of experience in handling end-user calls and incidents/service requests.
• 3+ years of experience in handling shifts and teams.
• Experience with VDI, AD, O365, VPN, OneDrive and user device management.

Responsibilities

• Single point of contact for client issues beyond L1/L2 scope.
• Manage the entire shift across weekdays, overnight and weekend.
• Support L1/L2 staff and multitask across calls, chats, emails, and tickets.
• Maintain SD metrics across the shift (CSLs, KPIs, FCR, MTTR, ASA).
• Escalate and resolve issues based on severity with international clients.
• Ensure knowledge-based first call resolution for simple issues.

Skills

End-user support

Incident & request handling

Escalation management

Communication skills

Shift management

Tools

ITSM

SNOW

JIRA

RDP tools

LogMeIn

Bomgar

TV

AD

O365

VPN

OneDrive

Job description

Job Description:

• Single Point of contact for all Client issues beyond L1 and L2 scope
• Ability to manage the entire shift (Weekdays, overnight and weekend)
• Ability to always support the L1 and L2 staff and multitask – manage incoming volumes (call, chats, Self-service, Email tickets, escalations, shared mailboxes, etc)
• Maintain and control all SD metrics (CSLs and KPIs) across the shift (Handle times, FCR, MTTR, ASA, understand password reset analysis and any critical deliverables across shifts)
• Excellent communication skills with unbeaten email etiquette and customer service skills.
• 5+ years of experience in handling end-user calls, Incidents/service requests, and application Break fixes. 3 Years of proven experience in handling shifts and teams Experience with VDI, AD, O365, VPN, OneDrive, User device management & authentication issues.
• Working experience on the latest RDP tools (TV, LogMeIn, Bomgar) and Ticketing tools (ITSM, SNOW, JIRA)
• Mandatory - ITIL best practices around ServiceDesk, Incident & Request Management procedures.
• Ability to act on escalations and issues based on the Severity.
• Mandatory international client exposure
• Flexible for 24x7 rotational shifts and not ready to work from the office.
• Cross functional collaboration with all support teams, as well as system administrators and other IT departments, to address complex technical challenges Participate in team meetings and share insights to improve overall support effectiveness

Troubleshoot simple issues including password resets, basic network, and application issues and apply first call resolution (FCR) using Knowledge Base for simple issues

At Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.

Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.

We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.

Requirements: