Zensar Technologies Limited

Service Desk Agent

Zensar Technologies Limited
Not Disclosed
1-2 Years Full Time
IN

Vacancy: 15 Posted: 2 years ago Applicants: 0
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Job Description

Roles and Responsibilities

We are hiring a talented Service Desk Agent professional to join our team. If your excited to be part of a winning team, Zensar is a great place to grow your career. Youll 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, email, and chat.

Desired Candidate Profile

Must Haves:

  • Preferred min. 1 years of experience in Service Industry
  • ITIL v3/v4 Foundation certified
  • General awareness about Win10, Core Apps (like Browser, Outlook, Excel, Word etc.), O365 and Active Directory
  • Proficient in handling customer queries across the globe (primarily United States
  • 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 HDI CSS
  • ITIL knowledge of V2 or V3 or V4 especially on Service Desk, Incident, Problem, and Change Management preferred

Hyderabad/Secunderabad, Pune, Bangalore/Bengaluru

Skills Required: Win10,Core Apps


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