Process Lead and service desk Lead
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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.
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.
उल्लिखित कौशल
Zensar Technologies is a premier technology consulting and services company, dedicated to enhancing customer experiences through an 'experience-led everything' approach. Zensar creates, builds, and manages innovative digital products that address the needs of over 200 leading companies globally. The company leverages its strong expertise in various domains, including experience design, data engineering, and advanced analytics, to deliver comprehensive solutions that are both scalable and adaptable. Headquartered in Pune, India, Zensar employs more than 10,000 professionals across 30+ locations worldwide, including the US, UK, South Africa, and several other regions. The organization's mission is to enable its clients to be competitive, agile, and disruptive in today's fast-paced market, focusing on driving meaningful transformation and growth. As part of the RPG Group, which boasts a diverse portfolio across various sectors, Zensar is committed to environmental sustainability and social responsibility while fostering an inclusive work culture.
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