Zensar Technologies
Service Desk Agent
Zensar Technologies, San Diego, California, United States, 92189
Job Description
Job Title: Service Desk Agent
About Zensar:
Zensar is a digital solutions company helping organizations around the world achieve new thresholds of business performance. We work with clients in banking and financial services, hi-tech and manufacturing, insurance, consumer services, and more. We prepare our clients for sustainable success through experience design, cloud technology, advanced analytics, and business acceleration.
About Job:
We are hiring a talented Service Desk Agent professional to join our team. If you're excited to be part of a winning team, Zensar is a great place to grow your career. You'll 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 supportHandle complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customersProvide remote infrastructure support delivery and performing problem cause analysisCollaborate with fellow support colleagues and other internal organizations to provide superior customer serviceAct 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 resolutionProvide direct technical assistance to customers via phone, web-portal, email, and chat.Must Have's:
3-4 years of experience in Service IndustryOwns end to end responsibility to progress each ticket logged within ServiceNow platform for any resolver group, irrespective of geography, application or support area.Tickets to be managed by priorities and determined by Customer specific business impact, with the Service Desk operative providing regular end-user updates and escalating within any resolver groups, Customer team or vendors to ensure visibility of any potential failures to resolve issues to the satisfaction of the End User.Each associated Service Desk operative will be familiar with Customer business imperatives, technologies and support processes. They will be responsible for progressing to completion.Troubleshoot, diagnose and analyze the issues and implement corrective solutions related to Laptops/ desktops/ mobiles and peripheralsUtilize LogMeIn remote desktop management tool to facilitate troubleshooting efforts with end usersDocument the activities, situational facts, communication, troubleshooting and update the knowledge base during troubleshooting activitiesIMACD activities, training and job-aids for new usersVendor coordination with third-party firm to manage the Asset Management lifecycle.Desktop / laptop / phones / tablet OS to support - MAC, PC, IOS, AndroidProvide basic level knowledge to users on hardware & software usage including onboarding orientationsRecommend, implement and manage self-help capabilities that enable all End Users to perform self-service activitiesITIL v3/v4 Foundation certifiedGeneral awareness about Win10, Core Apps (like Browser, Outlook, Excel, Word etc.), MacOS, MDM, O365 and Active DirectoryExceptional verbal and communication skillsUnparalleled Listening and Comprehension capabilitiesProven service industry front line experience with handling high value/critical customersAbility to keyboard to capture important details on a call for documentationGood to Have:
Demonstrates knowledge on Quality Management Program.Preferred MCP/MSCE/MSCA/MCITP or A+, N+, Sec+, ITIL, HDIITIL knowledge of V3 or V4 especially on Service Desk, Incident, Major Incident, Problem, and Change Management preferred
Job Title: Service Desk Agent
About Zensar:
Zensar is a digital solutions company helping organizations around the world achieve new thresholds of business performance. We work with clients in banking and financial services, hi-tech and manufacturing, insurance, consumer services, and more. We prepare our clients for sustainable success through experience design, cloud technology, advanced analytics, and business acceleration.
About Job:
We are hiring a talented Service Desk Agent professional to join our team. If you're excited to be part of a winning team, Zensar is a great place to grow your career. You'll 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 supportHandle complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customersProvide remote infrastructure support delivery and performing problem cause analysisCollaborate with fellow support colleagues and other internal organizations to provide superior customer serviceAct 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 resolutionProvide direct technical assistance to customers via phone, web-portal, email, and chat.Must Have's:
3-4 years of experience in Service IndustryOwns end to end responsibility to progress each ticket logged within ServiceNow platform for any resolver group, irrespective of geography, application or support area.Tickets to be managed by priorities and determined by Customer specific business impact, with the Service Desk operative providing regular end-user updates and escalating within any resolver groups, Customer team or vendors to ensure visibility of any potential failures to resolve issues to the satisfaction of the End User.Each associated Service Desk operative will be familiar with Customer business imperatives, technologies and support processes. They will be responsible for progressing to completion.Troubleshoot, diagnose and analyze the issues and implement corrective solutions related to Laptops/ desktops/ mobiles and peripheralsUtilize LogMeIn remote desktop management tool to facilitate troubleshooting efforts with end usersDocument the activities, situational facts, communication, troubleshooting and update the knowledge base during troubleshooting activitiesIMACD activities, training and job-aids for new usersVendor coordination with third-party firm to manage the Asset Management lifecycle.Desktop / laptop / phones / tablet OS to support - MAC, PC, IOS, AndroidProvide basic level knowledge to users on hardware & software usage including onboarding orientationsRecommend, implement and manage self-help capabilities that enable all End Users to perform self-service activitiesITIL v3/v4 Foundation certifiedGeneral awareness about Win10, Core Apps (like Browser, Outlook, Excel, Word etc.), MacOS, MDM, O365 and Active DirectoryExceptional verbal and communication skillsUnparalleled Listening and Comprehension capabilitiesProven service industry front line experience with handling high value/critical customersAbility to keyboard to capture important details on a call for documentationGood to Have:
Demonstrates knowledge on Quality Management Program.Preferred MCP/MSCE/MSCA/MCITP or A+, N+, Sec+, ITIL, HDIITIL knowledge of V3 or V4 especially on Service Desk, Incident, Major Incident, Problem, and Change Management preferred