Service Desk Agent- Level 1/2

Service Desk
Full Time, FullTime

Job Description


Hope you are doing great!!

Job Title: Service Desk Agent- Level 1/2

Location: San Diego, CA and Westborough MA

Full Time

About Job:

We are hiring a talented Service Desk Agent professional to join our team. If you're excited to be part of a winning team, Zensar is a great place to grow your career. You'll be glad you make the right choice to join us.

Be part of a team of technical experts, motivated by a desire to facilitate customers and be responsible for providing voice/non-voice support

Handle complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers

Provide remote infrastructure support delivery and performing problem cause analysis

Collaborate with fellow support colleagues and other internal organizations to provide superior customer service

Act as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.

Anticipate customer needs and effectively addressing concerns related to their issue or resolution

Provide direct technical assistance to customers via phone, web-portal, email, and chat.

Must Have's:

3-10 years of experience in Service Industry

Owns end to end responsibility to progress each ticket logged within ServiceNow platform for any resolver group, irrespective of geography, application or support area.

Tickets to be managed by priorities and determined by Customer specific business impact, with the Service Desk operative providing regular end-user updates and escalating within any resolver groups, Customer team or vendors to ensure visibility of any potential failures to resolve issues to the satisfaction of the End User.

Each associated Service Desk operative will be familiar with Customer business imperatives, technologies and support processes. They will be responsible for progressing to completion.

Troubleshoot, diagnose and analyze the issues and implement corrective solutions related to Laptops/ desktops/ mobiles and peripherals

Utilize LogMeIn remote desktop management tool to facilitate troubleshooting efforts with end users

Document the activities, situational facts, communication, troubleshooting and update the knowledge base during troubleshooting activities

IMACD activities, training and job-aids for new users

Vendor coordination with third-party firm to manage the Asset Management lifecycle.

Desktop / laptop / phones / tablet OS to support - MAC, PC, IOS, Android

Provide basic level knowledge to users on hardware & software usage including onboarding orientations

Recommend, implement and manage self-help capabilities that enable all End Users to perform self-service activities

ITIL v3/v4 Foundation certified

General awareness about Win10, Core Apps (like Browser, Outlook, Excel, Word etc.), MacOS, MDM, O365 and Active Directory

Exceptional verbal and communication skills

Unparalleled Listening and Comprehension capabilities

Proven service industry front line experience with handling high value/critical customers

Ability to keyboard to capture important details on a call for documentation

Good to Have:

Demonstrates knowledge on Quality Management Program.

Preferred MCP/MSCE/MSCA/MCITP or A+, N+, Sec+, ITIL, HDI

ITIL knowledge of V3 or V4 especially on Service Desk, Incident, Major Incident, Problem, and Change Management preferred


Ajit Rathore

InfiCareTechnologies| 22375 Broderick Drive #225 Dulles VA 20166 |

703-945-1834 Direct | *************

Servicing our clients since 2001 MBE/ DBE Certified in VA, MD, PA, NJ, NC, CA

IT Services * Application Development * Mobility Solutions

Dice Id : 10113809
Position Id : 2021-25859
Originally Posted : 3 months ago
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