Single Point of contact for all Client issues beyond L1 and L2 scope

Ability to manage the entire shift (Weekdays, overnight and weekend)

Ability to always support the L1 and L2 staff and multitask – manage incoming volumes (call, chats, Self-service, Email tickets, escalations, shared mailboxes, etc)

Maintain and control all SD metrics (CSLs and KPIs) across the shift (Handle times, FCR, MTTR, ASA, understand password reset analysis and any critical deliverables across shifts)

Excellent communication skills with unbeaten email etiquette and customer service skills.

5+ years of experience in handling end-user calls, Incidents/service requests, and application Break fixes. 3 Years of proven experience in handling shifts and teams Experience with VDI, AD, O365, VPN, OneDrive, User device management & authentication issues.

Working experience on the latest RDP tools (TV, LogMeIn, Bomgar) and Ticketing tools (ITSM, SNOW, JIRA)

Mandatory - ITIL best practices around ServiceDesk, Incident & Request Management procedures.

Adaptable for 24x7 rotational shifts and not ready to work from the office.

Cross functional collaboration with all support teams,



as well as system administrators and other IT departments, to address complex technical challenges

Participate in team meetings and share insights to improve overall support effectiveness

Troubleshoot simple issues including password resets, basic network, and application issues and apply first call resolution (FCR) using Knowledge Base for simple issues

At Zensar, we're 'experience-led everything' . We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. Together, we shape experiences for better futures . Part of the $4.8 billion RPG Group, we're a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.

📌 Service Desk Supervisor - Night Shift (Secunderabad)
🏢 Zensar Technologies
📍 Secunderabad