Service Desk-service Desk

1 day ago

Maharashtra, India Zensar Technologies Full time

**Key Responsibilities**:

- Log all incidents and service requests accurately in the ITSM tool and follow up to ensure timely resolution.
- Escalate unresolved issues to appropriate support teams while maintaining ownership until closure.
- Provide support for user account management, password resets, and access-related issues.
- Maintain knowledge base articles and contribute to documentation for recurring issues.
- Ensure compliance with IT policies and procedures.
- Participate in shift handovers and maintain clear communication across teams.Work in rotational shifts to provide 24x7 support coverage.

**Required Skills & Qualifications**:

- Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
- 2-3 years of experience in a service desk role.
- Strong knowledge of Windows OS, MS Office, Active Directory, and basic networking.
- Familiarity with ITSM tools (e.g., ServiceNow, Cherwell).
- Excellent communication and interpersonal skills.
- Ability to work under pressure and manage multiple tasks simultaneously.
- Willingness to work in rotational shifts including nights and weekends.
- Working in SD support for retail industry is added advantage.

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