Service Desk Analyst
Zensar
Service Desk Analyst
Zensar
Global IT services for digital transformation
JOB DESCRIPTION
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.
JOB DESCRIPTION
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.
Digital solutions and IT services company that partners with global organizations to drive digital transformation. Its offerings include intelligent automation, analytics, hyperconverged infrastructure, and digital application development and maintenance, delivered through long-term contracts, project-based engagements, and managed services. Indigo Slate handles virtual event creation. Zensar’s Living AI integrates artificial intelligence into business processes to boost outcomes. Unlike many competitors, it emphasizes reducing capital expenditure (Capex) and operating expenditure (Opex), simplifying vendor management, and improving efficiency through automation. The overall goal is to help clients adapt to the digital landscape, optimize technology infrastructure, and achieve higher operational efficiency.
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