As a Service Desk Associate, you will be the primary point of contact for end-users, offering technical support and resolving a range of IT-related issues.

Your role is crucial in maintaining effective and effective IT operations, ensuring our users receive timely and professional assistance.

- Act as the SPOC for end-user IT support, ensuring a prompt response to all queries.

- Log and manage incidents and service requests through our ITSM tool, maintaining accurate records.

- Provide first-line technical support for hardware, software, and network issues, offering quick resolutions.

- Diagnose and resolve Windows OS, Microsoft 365, and VPN-related problems, ensuring a smooth user experience.

- Perform user account administration, including password resets and access management.

- Escalate complex incidents to the appropriate teams, maintaining ownership and regular updates.

- Monitor ticket queues to ensure timely updates and SLA adherence.

- Contribute to knowledge base articles, enhancing our internal resources.

- Follow ITIL processes, including Incident, Service Request, Problem, and Change Management.

- Deliver exceptional customer service, ensuring high levels of user satisfaction.

📌 SERVICE DESK-SERVICE DESK (Pune)
🏢 Zensar
📍 Pune