It Service Desk Specialist

Job Title IT Service Desk Specialist Location Onsite - Zendesk Office Department Global Service Desk Love helping people Well Zendesk is looking for an IT Service Desk Specialist who is a sharp go-getter You should be customer-centric a problem solver caring honest observant humble rational and above all else self-aware To be successful here you should not be shy and be ready to address any task big or small We are looking for someone who is collaborative has a good work ethic and enjoys being part of a diverse team across the globe About Zendesk At Zendesk we believe outstanding customer experiences come from exceptional service and collaborative teamwork We lead with empathy innovate with purpose and celebrate diversity and inclusion in everything we do Join us as an IT Service Desk Specialist and be part of a global team that cares deeply about our people and the technology that powers them The Role As an IT Service Desk Specialist within our Global Service Desk you will play a critical role in providing advanced IT support to our diverse worldwide team You ll be the go-to expert troubleshooting complex Mac and PC hardware and software issues managing provisioning and ensuring our coworkers receive top-tier service every step of the way Your ability to solve problems creatively communicate clearly and collaborate effectively will help us deliver the simplest solutions while fostering an inclusive and supportive environment What You ll Do Set up new laptops and workstations for employees Troubleshoot and resolve complex configuration hardware software and network issues on Mac and Windows platforms Provide advanced technical support for SaaS applications and internal IT tools Provide support for onsite video conferencing systems and Zoom Rooms Support technical needs of the office including onsite and hybrid office events to ensure smooth virtual meetings and seamless event experiences Assist with system updates patch management and ongoing IT maintenance Manage service tickets ensuring timely transparent updates and effective resolution of incidents and service requests Understand and follow established escalation paths involving higher-level teams when necessary Train guide and empower end-users on software applications and IT best practices with patience and clarity Collaborate across IT and business teams to innovate and improve IT services continuously Adapt communication styles to effectively engage a diverse global workforce including leadership levels What You Bring At least 2-3 years experience in an IT support role with at least 1-2 years working on Apple Mac and Microsoft Windows platforms Proven proficiency troubleshooting complex hardware and software issues on Macs and PCs Hands-on knowledge of SaaS applications troubleshooting experience with Okta G Suite Atlassian JAMF Zoom is a strong plus Familiarity with Zendesk or other ticketing and ITSM systems Understanding of network troubleshooting principles and practices Strong independence balanced with a collaborative mindset able to own problems and escalate thoughtfully Resourceful and creative problem solver who thrives in fast-paced environments Exceptional customer service mindset able to remain calm and solution-focused in challenging situations Excellent verbal and written communication skills with the ability to translate complex technical concepts into clear business-friendly language and communicate effectively across all organizational levels including Sr Director and executive stakeholders Comfortable working onsite and available for on-call shifts when needed including occasional evenings and weekends A positive upbeat attitude with a passion for teamwork innovation and continuous learning Why Zendesk Lead with exceptional customer service Every interaction matters We do more than fix tech issues we create seamless experiences for our colleagues Deliver the simplest solution We cut through complexity with clarity and efficiency Less is more Show pride in our work You own your impact and bring your best every day Care for each other We support and celebrate one another s successes and challenges Collaborate and innovate Diverse voices and ideas fuel our creativity and growth Commit to inclusion We re building a workplace where everyone can thrive and belong Ready to Join If you re passionate about technology customer service and being part of a collaborative global team that values innovation and inclusion we d love to hear from you Apply today and help us power an amazing employee experience at Zendesk Zendesk is an equal opportunity employer and we re proud of our ongoing efforts to champion global diversity equity inclusion in the workplace Individuals seeking employment and employees at Zendesk are considered without regard to race color religion national origin age sex gender gender identity gender expression sexual orientation marital status medical condition ancestry disability military or veteran status or any other characteristic protected by applicable law Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law If you are an individual with a disability and require a reasonable accommodation to submit this application complete any pre-employment testing or otherwise participate in the employee selection process please send an e-mail to benefits zendesk com with your specific accommodation request By submitting your application you agree that Zendesk may collect your personal data for recruiting global organization planning and related purposes Zendesk s Candidate Privacy Notice explains what personal information Zendesk may process where Zendesk may process your personal information its purposes for processing your personal information and the rights you can exercise over Zendesk s use of your personal information Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra Please refer to the location posted on the requisition for where this role is based Hybrid In this role our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection collaboration learning and celebration - while also giving you flexibility to work remotely for part of the week This role must attend our local office for part of the week The specific in-office schedule is to be determined by the hiring manager The intelligent heart of customer experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service Today we power billions of conversations with brands you know and love believes in offering our people a fulfilling and inclusive experience Our hybrid way of working enables us to purposefully come together in person at one of our many Zendesk offices around the world to connect collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week Zendesk is an equal opportunity employer and we re proud of our ongoing efforts to foster in the workplace Individuals seeking employment and employees at Zendesk are considered without regard to race color religion national origin age sex gender gender identity gender expression sexual orientation marital status medical condition ancestry disability military or veteran status or any other characteristic protected by applicable law We are an AA EEO Veterans Disabled employer If you are based in the United States and would like more information about your EEO rights under the law please Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law If you are an individual with a disability and require a reasonable accommodation to submit this application complete any pre-employment testing or otherwise participate in the employee selection process please send an e-mail to with your specific accommodation request