SERVICE DESK-SERVICE DESK

Zensar Technologies; Hyderabad; Remote; INR 350.000 - 550.000; Vollzeit

Zusammenfassung

Zensar Technologies is hiring for an IT Helpdesk role in Hyderabad. The selected candidate will handle end-user calls, incidents, service requests, and basic password/network/application issues.

You will work remotely, support international customers, and collaborate with cross-functional IT teams to resolve complex problems. We expect 2+ years of relevant experience, strong communication, familiarity with VDI/AD/O365/VPN, and ITIL-aligned incident management.

Qualifikationen

• Excellent verbal and written communication with email etiquette and customer service skills.
• 2+ years of experience handling end-user calls, incidents/service requests, and application break fixes.
• Experience with VDI, AD, O365, VPN, OneDrive, user device management & authentication issues.
• Working with RDP tools (TV, LogMeIn, Bomgar) and ticketing tools (ITSM, SNOW, JIRA).
• ITIL best practices around ServiceDesk, Incident & Request Management procedures.
• Ability to notify and escalate issues based on Severity.
• Experience with international customers and technical support.
• Flexibility for 24x7 rotational shifts and not ready to work from the office.
• Proper phone etiquette, including client verbiage and positive positioning.
• Collaborate with other support teams and system administrators to address complex technical challenges.
• Participate in team meetings and share insights to improve overall support effectiveness.

Aufgaben

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

Kenntnisse

End-user support

Incident management

Service requests

Application troubleshooting

VDI

Active Directory

Office 365

VPN

OneDrive

RDP tools

ITIL

Ticketing tools

JIRA

Communication

Ausbildung

Graduate

Tools

LogMeIn

Bomgar

SNOW

ITSM

Jobbeschreibung

Job Description:

• Excellent verbal and written communication skills with email etiquette and customer service skills.
• 2+ years of experience in handling end-user calls, Incidents/service requests, and application Break fixes.
• 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)
• Preferable - ITIL best practices around ServiceDesk, Incident & Request Management procedures.
• Ability to notify and escalation the issues based on the Severity.
• Have worked with international customers and technical support.
• Flexible for 24x7 rotational shifts and not ready to work from the office.
• Proper phone etiquette, including using client verbiage and positive positioning.
• Collaborate with other 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

Qualifications

Any Graduate

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 Zensarand join us to Grow. Own. Achieve. Learn.tobe 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.