Hello All, Greetings from ZettaMine Job Description – Service Desk Analyst (English & Mandarin) Location: Bangalore Years of Experience: 5 Years Project-Specific Prerequisite Skills: Service Desk – Mandarin English Notice Period: Immediate Joiners Detailed Job Description Provide L1 Service Desk support to global users through phone, email, chat, and remote support channels. Deliver technical assistance in both English and Mandarin to ensure effective communication with end users. Log, categorize, prioritize, and track incidents and service requests using ITSM tools such as ServiceNow. Troubleshoot hardware, software, network, printer, VPN, Microsoft Office, and Windows-related issues. Perform user account administration, password resets, access management, and Active Directory support. Ensure timely resolution of incidents in accordance with defined SLAs and KPIs. Escalate unresolved or complex issues to appropriate support teams following established escalation procedures. Provide excellent customer service and maintain high customer satisfaction levels.



Document troubleshooting steps, resolutions, and knowledge articles for future reference. Monitor ticket queues and follow up with users until issue closure. Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint. Assist with onboarding and offboarding activities, including account provisioning and deprovisioning. Coordinate with infrastructure, application, and network teams to resolve cross-functional issues. Participate in shift operations and provide support for global users across different time zones. Maintain accurate records of incidents, service requests, and user communications. Contribute to continuous service improvement initiatives and process optimization. Follow ITIL best practices for Incident, Problem, Change, and Request Management. Prepare daily, weekly, and monthly Service Desk reports as required. Ensure compliance with organizational security, quality, and oper

📌 [1TM] Service Desk Analyst (Karnataka)
🏢 ZettaMine Labs
📍 Karnataka