SERVICE DESK- 3+ Years - Pune
Zensar Technologies
Salary not disclosed
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Description
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.
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.
About this role
Zensar Technologies is seeking an experienced service desk professional to manage the full lifecycle of user support incidents at their Pune office. You'll handle ticket logging, prioritization, and resolution across multiple channels—phone, email, and chat—while troubleshooting hardware, software, and operating system issues both remotely and on-site. The role also involves asset management tasks like installing and configuring computers and software, documenting solutions for the knowledge base, and onboarding new users.
This position requires at least three years of hands-on support experience and a solid grasp of Windows and macOS environments, networking basics, and Microsoft Office 365. You'll need strong problem-solving and communication skills to explain technical solutions clearly to end users, and relevant certifications such as ITIL Foundation, CompTIA A+, or Microsoft Certified Professional are expected. When issues exceed your scope, you'll escalate to higher-level teams while maintaining focus on user satisfaction and ticket resolution timelines.
As part of a 10,000-person global organization within the RPG Group, you'd be joining a company that emphasizes experience-driven solutions for enterprise clients. The role is full-time and based in-office in Pune.
How this employer is doing
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Pay for this role
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