SERVICE DESK

An IT Service Desk analyst acts as the primary point of contact for technical support, managing, troubleshooting, and resolving hardware, software, and network issues via ticketing systems. They install, configure, and maintain IT assets while ensuring service level agreement (SLA) compliance, documentation, and prompt escalation of complex issues. 

Key Responsibilities

• Incident Management: Logging, prioritizing, and resolving incoming user requests via phone, email, and chat.
• Technical Support: Troubleshooting hardware, software, and operating systems remotely or in-person.
• Asset Management: Installing and configuring computers, printers, and software applications.
• Ticket Management: Tracking issues to completion within a ticketing system.
• Escalation: Escalating complex, unresolved issues to higher-level support teams.
• Documentation: Creating user manuals, FAQs, and maintaining knowledge base records.
• User Support: Providing onboarding support for new hires and guiding users through solutions. 

Freshworks +8

Required Skills and Qualifications

• Technical Expertise: Knowledge of Windows/macOS operating systems, networking fundamentals, and Microsoft Office 365.
• Communication: Strong verbal and written communication skills to articulate technical solutions.
• Problem-Solving: Excellent analytical skills to diagnose issues.
• Certifications: Often requires certifications such as ITIL Foundation, CompTIA A+, or Microsoft Certified Professional.
• Customer Service: Focused on end-user satisfaction. 

 

Responsibilities

Key Responsibilities

• Incident Management: Logging, prioritizing, and resolving incoming user requests via phone, email, and chat.
• Technical Support: Troubleshooting hardware, software, and operating systems remotely or in-person.
• Asset Management: Installing and configuring computers, printers, and software applications.
• Ticket Management: Tracking issues to completion within a ticketing system.
• Escalation: Escalating complex, unresolved issues to higher-level support teams.
• Documentation: Creating user manuals, FAQs, and maintaining knowledge base records.
• User Support: Providing onboarding support for new hires and guiding users through solutions. 

Qualifications

Required Skills and Qualifications

• Technical Expertise: Knowledge of Windows/macOS operating systems, networking fundamentals, and Microsoft Office 365.
• Communication: Strong verbal and written communication skills to articulate technical solutions.
• Problem-Solving: Excellent analytical skills to diagnose issues.
• Certifications: Often requires certifications such as ITIL Foundation, CompTIA A+, or Microsoft Certified Professional.
• Customer Service: Focused on end-user satisfaction. 

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.