Job highlights
- Participate in shift handovers and operational reviews
- Customer focus,communication skills,analytical troubleshooting,teamwork,documentation,ownership,multitasking,and willingness to work in shifts
- Bachelor s degree in Computer Science,IT,or related discipline
- Experience
Service Desk Analyst (L1 / L2)
Role Summary
Provide first and second level IT support to end users, ensuring timely resolution of incidents and service requests while maintaining high customer satisfaction.
Key Responsibilities
- Log, categorize, prioritize, and resolve incidents and service requests.
- Provide remote troubleshooting for desktops, laptops, O365, email, VPN, printers, and business applications.
- Perform user account administration in Active Directory and related tools.
- Escalate unresolved issues to appropriate resolver groups.
- Monitor ticket queues and ensure SLA compliance.
- Create and maintain knowledge base articles.
- Participate in shift handovers and operational reviews.
- Support onboarding, offboarding, and asset-related activities.
- Perform root cause identification for recurring issues (L2).
- Coordinate with infrastructure, network, cloud, and application teams for issue resolution.
Technical Skills Windows 10/11, Microsoft 365, Outlook, Teams, Active Directory, Azure AD/Entra ID, VPN, Citrix, ServiceNow/ITSM tools, basic networking (DNS, DHCP, TCP/IP), remote support tools.
Qualifications
Bachelor s degree in Computer Science, IT, or related discipline. ITIL Foundation certification preferred.
Experience
L1: 1-3 years of Service Desk / Help Desk experience.
L2: 3-6 years of Service Desk, EUC, or Technical Support experience.
Key Competencies
Customer focus, communication skills, analytical troubleshooting, teamwork, documentation, ownership, multitasking, and willingness to work in shifts.
KPIs / Success Measures
SLA Compliance, First Call Resolution (FCR), Customer Satisfaction (CSAT), Ticket Quality Score, Knowledge Contribution, Escalation Reduction, MTTR.
Service Desk Analyst (L1 / L2)
Role Summary
Provide first and second level IT support to end users, ensuring timely resolution of incidents and service requests while maintaining high customer satisfaction.
Key Responsibilities
- Log, categorize, prioritize, and resolve incidents and service requests.
- Provide remote troubleshooting for desktops, laptops, O365, email, VPN, printers, and business applications.
- Perform user account administration in Active Directory and related tools.
- Escalate unresolved issues to appropriate resolver groups.
- Monitor ticket queues and ensure SLA compliance.
- Create and maintain knowledge base articles.
- Participate in shift handovers and operational reviews.
- Support onboarding, offboarding, and asset-related activities.
- Perform root cause identification for recurring issues (L2).
- Coordinate with infrastructure, network, cloud, and application teams for issue resolution.
Technical Skills Windows 10/11, Microsoft 365, Outlook, Teams, Active Directory, Azure AD/Entra ID, VPN, Citrix, ServiceNow/ITSM tools, basic networking (DNS, DHCP, TCP/IP), remote support tools.
Qualifications
Bachelor s degree in Computer Science, IT, or related discipline. ITIL Foundation certification preferred.
Experience
L1: 1-3 years of Service Desk / Help Desk experience.
L2: 3-6 years of Service Desk, EUC, or Technical Support experience.
Key Competencies
Customer focus, communication skills, analytical troubleshooting, teamwork, documentation, ownership, multitasking, and willingness to work in shifts.
KPIs / Success Measures
SLA Compliance, First Call Resolution (FCR), Customer Satisfaction (CSAT), Ticket Quality Score, Knowledge Contribution, Escalation Reduction, MTTR.
Service Desk Analyst (L1 / L2)
Role Summary
Provide first and second level IT support to end users, ensuring timely resolution of incidents and service requests while maintaining high customer satisfaction.
Key Responsibilities
- Log, categorize, prioritize, and resolve incidents and service requests.
- Provide remote troubleshooting for desktops, laptops, O365, email, VPN, printers, and business applications.
- Perform user account administration in Active Directory and related tools.
- Escalate unresolved issues to appropriate resolver groups.
- Monitor ticket queues and ensure SLA compliance.
- Create and maintain knowledge base articles.
- Participate in shift handovers and operational reviews.
- Support onboarding, offboarding, and asset-related activities.
- Perform root cause identification for recurring issues (L2).
- Coordinate with infrastructure, network, cloud, and application teams for issue resolution.
Technical Skills Windows 10/11, Microsoft 365, Outlook, Teams, Active Directory, Azure AD/Entra ID, VPN, Citrix, ServiceNow/ITSM tools, basic networking (DNS, DHCP, TCP/IP), remote support tools.
Qualifications
Bachelor s degree in Computer Science, IT, or related discipline. ITIL Foundation certification preferred.
Experience
L1: 1-3 years of Service Desk / Help Desk experience.
L2: 3-6 years of Service Desk, EUC, or Technical Support experience.
Key Competencies
Customer focus, communication skills, analytical troubleshooting, teamwork, documentation, ownership, multitasking, and willingness to work in shifts.
KPIs / Success Measures
SLA Compliance, First Call Resolution (FCR), Customer Satisfaction (CSAT), Ticket Quality Score, Knowledge Contribution, Escalation Reduction, MTTR.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
📌 SERVICE DESK Professional (Pune)
🏢 Zensar
📍 Pune