Service Desk Analyst

Zensar•Dallas, TX

7h•Remote

About The Position

We’re a bunch of hardworking, fun-loving, people-oriented technology enthusiasts. We love what we do, and we’re passionate about helping our clients thrive in an increasingly complex digital world. Zensar is an organization focused on building relationships with our clients and with each other—and happiness is at the core of everything we do. In fact, we’re so into happiness that we’ve created a Global Happiness Council, and we send out a Happiness Survey to our employees each year. We’ve learned that employee happiness requires more than a competitive paycheck, and our employee value proposition—grow, own, achieve, learn (GOAL)—lays out the core opportunities we seek to foster for every employee. Teamwork and collaboration are critical to Zensar’s mission and success, and our teams work on a diverse and challenging mix of technologies across a broad industry spectrum. These industries include banking and financial services, high-tech and manufacturing, healthcare, insurance, retail, and consumer services. Our employees enjoy flexible work arrangements and a competitive benefits package, including medical, dental, vision, 401(k), among other benefits. If you are looking for a place to have an immediate impact, to grow and contribute, where we work hard, play hard, and support each other, consider joining team Zensar! Zensar is looking for a Service Desk Analyst in the United States. This position is open for Full Time with excellent benefits and professional growth opportunities. Role : Service Desk Analyst Location: Dallas, TX (Remote) Full Time Opportunity About the Role Serve as the first point of contact for residents/public inquiries via phone, email, or chat. Accurately log and categorize queries using platforms like Salesforce, Jira, or equivalent ticketing systems. Collaborate with internal technical teams to triage issues and provide timely, accurate resolutions. Proactively minimize hold times and ensure a smooth, positive experience for callers. Identify cases for escalation or follow-up, ensuring no resident query goes unresolved. Maintain clear documentation of all interactions and support activities. Help reduce call abandonment rates and increase responsiveness through process awareness. Stay current on evolving tools, systems, and internal workflows.

Requirements

Experience in a customer-facing technical support or contact center role.
Working knowledge of Salesforce, Jira, or similar CRM/ticketing platforms (training support available).
Strong communication, active listening, and troubleshooting skills.
Ability to thrive in a fast-paced, high-volume support environment.
Strong ownership mindset and willingness to adapt to changing support demands.

Nice To Haves

Experience supporting government or public-sector entities is a plus.
Familiarity with ITIL/SLAs/service desk processes preferred.
Ability to support a flexible engagement model, including ramp-up/ramp-down scenarios based on volume.

Responsibilities

Serve as the first point of contact for residents/public inquiries via phone, email, or chat.
Accurately log and categorize queries using platforms like Salesforce, Jira, or equivalent ticketing systems.
Collaborate with internal technical teams to triage issues and provide timely, accurate resolutions.
Proactively minimize hold times and ensure a smooth, positive experience for callers.
Identify cases for escalation or follow-up, ensuring no resident query goes unresolved.
Maintain clear documentation of all interactions and support activities.
Help reduce call abandonment rates and increase responsiveness through process awareness.
Stay current on evolving tools, systems, and internal workflows.