SERVICE DESK Professional

Zensar

2 - 3 years

2 - 6 Lacs

pune

Posted:1 day ago| Platform:

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Skills Required

retail ticketing windows os interpersonal skills service desk itsm active directory account management ms office

Work Mode

Work from Office

Job Type

Full Time

Job Description

Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
Diagnose and troubleshoot hardware, software, network, and application issues.
Log all incidents and service requests accurately in the ITSM tool and follow up to ensure timely resolution.
Escalate unresolved issues to appropriate support teams while maintaining ownership until closure.
Provide support for user account management, password resets, and access-related issues.
Maintain knowledge base articles and contribute to documentation for recurring issues.
Ensure compliance with IT policies and procedures.
Participate in shift handovers and maintain clear communication across teams.
Work in rotational shifts to provide 24x7 support coverage.

Required Skills Qualifications:

bachelors degree in IT, Computer Science, or related field (or equivalent experience).
2 3 years of experience in a service desk role.
Strong knowledge of Windows OS, MS Office, Active Directory, and basic networking.
Familiarity with ITSM tools (eg, ServiceNow, Cherwe'll).
Excellent communication and interpersonal skills.
Ability to work under pressure and manage multiple tasks simultaneously.
Willingness to work in rotational shifts including nights and weekends.
Working in SD support for retail industry is added advantage

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