Process Lead and service desk Lead

JOB DESCRIPTION
Service Desk Analyst (L1 / L2)

Role Summary

Provide first and second level IT support to end users, ensuring timely resolution of incidents and service requests while maintaining high customer satisfaction.

Key Responsibilities

• Log, categorize, prioritize, and resolve incidents and service requests.
• Provide remote troubleshooting for desktops, laptops, O365, email, VPN, printers, and business applications.
• Perform user account administration in Active Directory and related tools.
• Escalate unresolved issues to appropriate resolver groups.
• Monitor ticket queues and ensure SLA compliance.
• Create and maintain knowledge base articles.
• Participate in shift handovers and operational reviews.
• Support onboarding, offboarding, and asset-related activities.
• Perform root cause identification for recurring issues (L2).
• Coordinate with infrastructure, network, cloud, and application teams for issue resolution.

Technical Skills

Windows 10/11, Microsoft 365, Outlook, Teams, Active Directory, Azure AD/Entra ID, VPN, Citrix, ServiceNow/ITSM tools, basic networking (DNS, DHCP, TCP/IP), remote support tools.

Qualifications

Bachelor’s degree in Computer Science, IT, or related discipline. ITIL Foundation certification preferred.

Experience

L1: 1-3 years of Service Desk / Help Desk experience.
L2: 3-6 years of Service Desk, EUC, or Technical Support experience.

Key Competencies

Customer focus, communication skills, analytical troubleshooting, teamwork, documentation, ownership, multitasking, and willingness to work in shifts.

KPIs / Success Measures

SLA Compliance, First Call Resolution (FCR), Customer Satisfaction (CSAT), Ticket Quality Score, Knowledge Contribution, Escalation Reduction, MTTR.

Responsibilities

JOB DESCRIPTION
Service Desk Analyst (L1 / L2)

Role Summary

Provide first and second level IT support to end users, ensuring timely resolution of incidents and service requests while maintaining high customer satisfaction.

Key Responsibilities

• Log, categorize, prioritize, and resolve incidents and service requests.
• Provide remote troubleshooting for desktops, laptops, O365, email, VPN, printers, and business applications.
• Perform user account administration in Active Directory and related tools.
• Escalate unresolved issues to appropriate resolver groups.
• Monitor ticket queues and ensure SLA compliance.
• Create and maintain knowledge base articles.
• Participate in shift handovers and operational reviews.
• Support onboarding, offboarding, and asset-related activities.
• Perform root cause identification for recurring issues (L2).
• Coordinate with infrastructure, network, cloud, and application teams for issue resolution.

Technical Skills

Windows 10/11, Microsoft 365, Outlook, Teams, Active Directory, Azure AD/Entra ID, VPN, Citrix, ServiceNow/ITSM tools, basic networking (DNS, DHCP, TCP/IP), remote support tools.

Qualifications

Bachelor’s degree in Computer Science, IT, or related discipline. ITIL Foundation certification preferred.

Experience

L1: 1-3 years of Service Desk / Help Desk experience.
L2: 3-6 years of Service Desk, EUC, or Technical Support experience.

Key Competencies

Customer focus, communication skills, analytical troubleshooting, teamwork, documentation, ownership, multitasking, and willingness to work in shifts.

KPIs / Success Measures

SLA Compliance, First Call Resolution (FCR), Customer Satisfaction (CSAT), Ticket Quality Score, Knowledge Contribution, Escalation Reduction, MTTR.

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.