Service Desk Operations

Zensar • Dallas, TX

14h

About The Position

This role serves as the primary point of contact for resident and public inquiries, managing them through various communication channels. The position involves accurately logging and categorizing issues, collaborating with internal teams for resolution, and ensuring a positive customer experience by minimizing wait times and call abandonment. The role requires proactive identification of escalation needs, meticulous documentation, and continuous learning about evolving tools and 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 resident/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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed