Service Desk-Service Desk

Zensar Technologies•Rockland, MA

About The Position

Service Desk for US Client. 2-3 years of Phone/Customer support experience Mandatory with excellent communication skills 2-3 years of Windows Technical Service desk experience is necessary knowledge Windows 11 and basics of Windows Server Basic knowledge with the following: Windows, AD, VMWare, Exchange, MECM, SCOM etc., ITSM ticketing tools such as Ivanti, ServiceNow etc., User password reset/account unlock/creation for Active Directory, Horizon, Business applications etc., Remote desktop connectivity applications, Windows end point support MS Office Suite and application support Web Application, VPN knowledge Administer and provide User account provisioning. Support desktops, laptops, thin clients, printers, scanners, and peripherals Install, configure, and update banking-approved software Follow all internal controls and policies Assist in password resets, MFA support, and identity/access management requests. Identify and report suspicious activity or potential security threats Maintain a strong focus on data privacy and cybersecurity best practices Document solutions and create user guides/knowledge base articles Responsible for installing desktop applications and software Use the Incident Management System to document and manage problems and work requests and their respective resolutions Responds to telephone calls, email, instant messages, and create tickets; Assign work orders / incidents to appropriate support teams and follow up until closure Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs Route problems to internal 2nd level IT support staff. Highly self-motivated with keen attention to detail We also want you to have knowledge on: Ticket Management Customer Satisfaction First Call Resolution Create SOP and Knowledge Base articles for top call generators.

Requirements

2-3 years of Phone/Customer support experience Mandatory with excellent communication skills
2-3 years of Windows Technical Service desk experience is necessary knowledge Windows 11 and basics of Windows Server
Basic knowledge with the following: Windows, AD, VMWare, Exchange, MECM, SCOM etc.,
ITSM ticketing tools such as Ivanti, ServiceNow etc.,
User password reset/account unlock/creation for Active Directory, Horizon, Business applications etc.,
Remote desktop connectivity applications, Windows end point support
MS Office Suite and application support
Web Application, VPN knowledge
Highly self-motivated with keen attention to detail
Basic and Above Average knowledge of: Windows OS & Microsoft 365 Active Directory / Azure AD VPN & MFA ITIL framework
Excellent communication, customer service, and problem‑solving skills.
Ability to work in a fast-paced, highly regulated environment.
Excellent Communication Skills (Written/Verbal)
Exceptional customer service orientation
Excellent communication skills, both written and verbal
Disciplined, systematic problem-solving skills required.

Nice To Haves

Bachelor’s/associate degree in IT, Computer Science, or related field (preferred).
Experience supporting a bank or financial services environment (preferred).

Responsibilities

Administer and provide User account provisioning.
Support desktops, laptops, thin clients, printers, scanners, and peripherals
Install, configure, and update banking-approved software
Follow all internal controls and policies
Assist in password resets, MFA support, and identity/access management requests.
Identify and report suspicious activity or potential security threats
Maintain a strong focus on data privacy and cybersecurity best practices
Document solutions and create user guides/knowledge base articles
Responsible for installing desktop applications and software
Use the Incident Management System to document and manage problems and work requests and their respective resolutions
Responds to telephone calls, email, instant messages, and create tickets
Assign work orders / incidents to appropriate support teams and follow up until closure
Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps
Provide level 1 remote desktop support and perform other activities based on SOPs
Route problems to internal 2nd level IT support staff.
Create SOP and Knowledge Base articles for top call generators.