SERVICE DESK - 3+ Years - Pune Location

Job Description
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 efficient and effective IT operations, ensuring our users receive timely and professional assistance.
Responsibilities
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.
Qualifications
1 to 7 years of experience in an L1 Technical Service Desk or IT Helpdesk role is essential.
ITIL V3 Foundation or ITIL 4 Foundation Certification is a mandatory requirement.
Experience in a 24x7 support environment with rotational shifts is preferred.
Strong proficiency in ITSM tools like ServiceNow, ManageEngine, or similar platforms.
Excellent technical skills in Windows administration, Microsoft 365 Suite, Active Directory, and VPN troubleshooting.
Remote support tools expertise and a solid understanding of basic networking concepts.
Strong communication skills, both verbal and written, are a must.
A customer-centric approach and the ability to manage multiple tasks simultaneously.
Analytical mindset with problem-solving abilities, working independently and within a team.
Stakeholder management skills and a professional demeanor when interacting with customers.
About Us
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. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.
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. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.
We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. 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.

Work arrangement
No