SERVICE DESK-SERVICE DESK

Zensar Technologies; Hyderabad; On-site; INR 400,000 - 700,000; Full time

Job summary

Zensar Technologies is hiring for a Service Desk/ Helpdesk role in Hyderabad. The candidate will handle end-user calls, incidents and service requests, and resolve application issues with expertise in VDI, AD, O365, VPN, and password/authentication problems.

The role requires experience with RDP tools and ticketing systems (ITSM, SNOW, JIRA) and ITIL practices. It includes shift flexibility, collaboration across IT teams, and a focus on customer service excellence.

Qualifications

• Any Graduate.
• 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 escalate 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

Responsibilities

• Troubleshoot simple issues including password resets, basic network, and application issues and apply first call resolution using Knowledge Base.
• Exhibit flexibility and adaptability and have strong interpersonal and communication skills.
• Knowledge of ITIL and implementation aspects.
• Knowledge of Quality Standards and practicality of same.
• Practice Quality/ISO/ITIL standards.
• Build confidence and analytical skills among QAs.
• Support the operations team on day-to-day operations.

Skills

Communication skills

Customer service

Technical troubleshooting

24x7 shift flexibility

Education

Any Graduate

Tools

ITSM

SNOW

JIRA

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 notify 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.
• 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

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 notify 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

Responsibilities

• . Exhibit flexibility and adaptability and have strong interpersonal and communication skills
• 2. Knowledge of ITIL and implementation aspect of the same.
• 3. Knowledge of Quality Standards and practicality of same
• 4. Practice Quality/ISO/ITIL standards
• 5. Build Great level of confidence and analytical skills among QAs
• Support the operations team (if needed) on day-to-day operations

Qualifications

Any Graduate

About Us

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.