SERVICE DESK- 3 + Years - Pune

Company : Zensar Technologies

Job Description - SERVICE DESK- 3 + Years - Pune

Description
As a Service Desk Associate, you will be the primary point of contact for end-users, offering technical support and resolving a range of IT-related issues. Your role is crucial in maintaining efficient and effective IT operations, ensuring our users receive timely and professional assistance.

Responsibilities

Act as the SPOC for end-user IT support, ensuring a prompt response to all queries.
Log and manage incidents and service requests through our ITSM tool, maintaining accurate records.
Provide first-line technical support for hardware, software, and network issues, offering quick resolutions.
Diagnose and resolve Windows OS, Microsoft 365, and VPN-related problems, ensuring a smooth user experience.
Perform user account administration, including password resets and access management.
Escalate complex incidents to the appropriate teams, maintaining ownership and regular updates.
Monitor ticket queues to ensure timely updates and SLA adherence.
Contribute to knowledge base articles, enhancing our internal resources.
Follow ITIL processes, including Incident, Service Request, Problem, and Change Management.
Deliver exceptional customer service, ensuring high levels of user satisfaction.

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SERVICE DESK- 3 + Years - Pune

Job Description - SERVICE DESK- 3 + Years - Pune

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