Information Technology Service Desk

Zensar Technologies; Plymouth (MA); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) plan

Flexible work arrangements

Job summary

A leading IT services firm in Massachusetts is seeking a Service Desk Analyst to provide technical support to banking staff. The ideal candidate will have 2-3 years of experience in IT service desk roles, excellent communication skills, and a strong technical background in Windows environments. This role involves ensuring compliance with U.S. banking regulations and requires the ability to work in a fast-paced environment while providing exceptional customer service. Competitive benefits and flexible work arrangements are offered.

Qualifications

• 2-3 years experience in IT service desk or technical support role.
• Experience supporting a bank or financial services environment (preferred).
• Exceptional customer service orientation required.

Responsibilities

• Provide Level 1 and Level 2 technical support for banking staff.
• Ensure timely resolution of IT incidents and service requests.
• Document solutions and create user guides/knowledge base articles.

Skills

Phone/Customer support experience

Windows Technical Service desk experience

Communication skills

Knowledge of Windows 11

Basic knowledge of Windows, AD, VMWare

ITSM ticketing tools

Remote desktop connectivity

MS Office Suite support

Data privacy awareness

Education

Bachelor’s/associate degree in IT, Computer Science, or related field

Tools

Ivanti

ServiceNow

Job description

We’re a bunch of hardworking, fun-loving, people-oriented technology enthusiasts. We love what we do, and we’re passionate about helping our clients thrive in an increasingly complex digital world. Zensar is an organization focused on building relationships with our clients and with each other—and happiness is at the core of everything we do. In fact, we’re so into happiness that we’ve created a Global Happiness Council, and we send out a Happiness Survey to our employees each year. We’ve learned that employee happiness requires more than a competitive paycheck, and our employee value proposition—grow, own, achieve, learn (GOAL)—lays out the core opportunities we seek to foster for every employee. Teamwork and collaboration are critical to Zensar’s mission and success, and our teams work on a diverse and challenging mix of technologies across a broad industry spectrum. These industries include banking and financial services, high-tech and manufacturing, healthcare, insurance, retail, and consumer services. Our employees enjoy flexible work arrangements and a competitive benefits package, including medical, dental, vision, 401(k), among other benefits. If you are looking for a place to have an immediate impact, to grow and contribute, where we work hard, play hard, and support each other, consider joining team Zensar!

he Service Desk Analyst is responsible for providing Level 1 and Level 2 technical support to banking staff across branches, operations centers, and corporate offices. This role ensures timely resolution of IT incidents, service requests, and user issues while maintaining compliance with U.S. banking regulations, cybersecurity standards, and internal IT policies.

What's this role about?

• Service Desk for US Client.
• 2-3 years of Phone/Customer support experience Mandatory with excellent communication skills
• 2-3 years of Windows Technical Service desk experience is necessary
• knowledge Windows 11 and basics of Windows Server
• Basic knowledge with the following: Windows, AD, VMWare, Exchange, MECM, SCOM etc.,
• ITSM ticketing tools such as Ivanti, ServiceNow etc.,
• Remote desktop connectivity applications, Windows end point support
• MS Office Suite and application support
• Web Application, VPN knowledge
• Administer and provide User account provisioning.
• Support desktops, laptops, thin clients, printers, scanners, and peripherals
• Install, configure, and update banking-approved software
• Follow all internal controls and policies
• Assist in password resets, MFA support, and identity/access management requests.
• Identify and report suspicious activity or potential security threats
• Maintain a strong focus on data privacy and cybersecurity best practices
• Document solutions and create user guides/knowledge base articles
• Responsible for installing desktop applications and software
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions
• Responds to telephone calls, email, instant messages, and create tickets; Assign work orders / incidents to appropriate support teams and follow up until closure
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
• Route problems to internal 2nd level IT support staff.
• Highly self-motivated with keen attention to detail

We also want you to have knowledge on:

• Ticket Management
• Customer Satisfaction
• First Call Resolution
• Create SOP and Knowledge Base articles for top call generators.

Required Skills & Qualifications

• Bachelor’s/associate degree in IT, Computer Science, or related field (preferred).
• 2–3 years of experience in IT service desk or technical support role.
• Experience supporting a bank or financial services environment (preferred).
• Basic and Above Average knowledge of:
• VPN & MFA
• ITIL framework
• Excellent communication, customer service, and problem‑solving skills.
• Ability to work in a fast-paced, highly regulated environment.

Educational requirement:

• Graduate and preferably BCA or any other Technical Field.
• Exceptional customer service orientation
• Excellent communication skills, both written and verbal
• Disciplined, systematic problem-solving skills required.

Zensar believes that diversity of backgrounds, thought, experience, and expertise fosters the robust exchange of ideas that enables the highest quality collaboration and work product. Zensar is an equal opportunity employer. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Zensar is committed to providing veteran employment opportunities to our service men and women. Zensar is committed to providing equal employment opportunities for people with disabilities or religious observances, including reasonable accommodation when needed. Accommodation made to facilitate the recruiting process are not a guarantee of future or continued accommodation once hired.

All applicants must be legally authorized to work with Zensar. Visa sponsorship may be available for qualified applicants for certain positions.

Zensar values your privacy. We’ll use your data in accordance with our privacy statement located at: https://zensar.com/privacy-notice