IT Service Desk Specialist

Job Title:

Location: Pune

Department:

Love helping people?

Well, Zendesk is looking for an IT Service Desk Specialist who is a sharp go-getter! You should be customer-centric, a problem solver, caring, honest, observant, humble, rational and above all else self-aware. To be successful here you should not be shy and be ready to address any task big or small. We are looking for someone who is collaborative, has a good work ethic and enjoys being part of a diverse team across the globe.

About Zendesk

At Zendesk, we believe outstanding customer experiences come from exceptional service and collaborative teamwork. We lead with empathy, innovate with purpose, and celebrate diversity and inclusion in everything we do. Join us as an IT Service Desk Specialist and be part of a global team that cares deeply about our people and the technology that powers them.

The Role

As an IT Service Desk Specialist within our Global Service Desk, you will play a critical role in providing advanced IT support to our diverse, worldwide team. You’ll be the go-to expert troubleshooting complex Mac and PC hardware and software issues, managing provisioning, and ensuring our coworkers receive top-tier service every step of the way. Your ability to solve problems creatively, communicate clearly, and collaborate effectively will help us deliver the simplest solutions while fostering an inclusive and supportive environment.

What You’ll Do

● Set up new laptops and workstations for employees.

● Troubleshoot and resolve complex configuration, hardware, software, and network issues on Mac and Windows platforms.

● Provide advanced technical support for SaaS applications and internal IT tools.

● Provide support for onsite video conferencing systems and Zoom Rooms.

● Support technical needs of the office including onsite and hybrid office events to ensure smooth virtual meetings and seamless event experiences.

● Assist with system updates, patch management, and ongoing IT maintenance.

● Manage service tickets, ensuring timely, transparent updates and effective resolution of incidents and service requests.

● Understand and follow established escalation paths, involving higher-level teams when necessary.

● Train, guide, and empower end-users on software applications and IT best practices with patience and clarity.

● Collaborate across IT and business teams to innovate and improve IT services continuously.

● Adapt communication styles to effectively engage a diverse, global workforce, including leadership levels.

What You Bring

● At least 2–3 years experience in an IT support role, with at least 1–2 years working on Apple Mac and Microsoft Windows platforms.

● Proven proficiency troubleshooting complex hardware and software issues on Macs and PCs.

● Hands-on knowledge of SaaS applications troubleshooting; experience with Okta, G Suite, Atlassian, JAMF, Zoom is a strong plus.

● Familiarity with Zendesk or other ticketing and ITSM systems.

● Understanding of network troubleshooting principles and practices.

● Strong independence balanced with a collaborative mindset — able to own problems and escalate thoughtfully.

● Resourceful and creative problem solver who thrives in fast-paced environments.

● Exceptional customer service mindset; able to remain calm and solution-focused in challenging situations.

● Excellent verbal and written communication skills, with the ability to translate complex technical concepts into clear, business-friendly language and communicate effectively across all organizational levels, including Sr. Director and executive stakeholders.

● Comfortable working onsite and available for on-call shifts when needed, including occasional evenings and weekends.

● A positive, upbeat attitude with a passion for teamwork, innovation, and continuous learning.

Why Zendesk?

● Lead with exceptional customer service: Every interaction matters. We do more than fix tech issues — we create seamless experiences for our colleagues.

● Deliver the simplest solution: We cut through complexity with clarity and efficiency. Less is

more.

● Show pride in our work: You own your impact and bring your best every day.

● Care for each other: We support and celebrate one another’s successes and challenges.

● Collaborate and innovate: Diverse voices and ideas fuel our creativity and growth.

● Commit to inclusion: We’re building a workplace where everyone can thrive and belong.