SERVICE DESK-SERVICE DESK

Zensar Technologies; Pune District; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Zensar Technologies invites an Incident & Request Management specialist to act as the first escalation point for L1 analysts, ownership of aged incidents, and drive faster resolution. You will handle technically advanced incidents and service requests to minimize business impact.

The role requires excellent communication, independent work style, and the ability to lead the L1 team while adapting to new technologies and evolving customer environments.

Qualifications

• Microsoft 365 / Office 365 Certifications (e.g., MS-900, MS-203, MS-720)
• Microsoft Exchange Certifications
• ITIL Foundation Certification (preferred)

Responsibilities

• Act as the first point of escalation for L1 analysts and take ownership of aged or complex incidents to drive faster resolution.
• Handle and resolve technically advanced incidents and service requests, ensuring minimal business impact.
• Escalate incidents or service requests to Leads or SME teams when required permissions or expertise is lacking.
• Apply a solid understanding of the customers business needs to ensure effective incident triaging and prioritization.

Skills

Interpersonal and communication skills

Independent working

Lead the L1 team

Adaptability to new technologies

Education

Microsoft 365 / Office 365 Certifications

Microsoft Exchange Certifications

ITIL Foundation Certification

Job description

Job Description:

Incident & Request Management

• Act as thefirst point of escalation for L1analysts and take ownership ofaged or complex incidentsto drive faster resolution.

• Handle and resolvetechnically advanced incidents and service requests, ensuring minimal business impact.

• Escalate incidents or service requests to Leads or SME teamswhen required permissions or expertise is lacking.

• Apply a solid understanding of the customers business needs to ensureeffective incident triaging and prioritization.

Responsibilities

Required L2 Soft Skills

• Stronginterpersonal and communication skillswith the ability to mentor, guide, and collaborate with colleagues across all levels.

• Ability to workindependently with minimal supervisionwhile handling multiple priorities.

• Proven capability tolead and guide the L1 teamboth technically and process-wise.

• High learning agility and the ability toadapt quickly to new technologiesand evolving customer environments.

Qualifications

• Microsoft 365 / Office 365 Certifications(e.g., MS-900, MS-203, MS-720).

• Microsoft Exchange Certifications.

• ITIL Foundation Certification(preferred).

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. 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: