Service Desk
Zensar · Pune
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