Job Description

:(sERVICE dESK AND mAJOR INCIDENT mANGEMENT)(3 TO 5 years)(Pune/Remote)What\'s this role about?As IT SD & MIM Analyst, you will be responsible to solve client issues in an effective and timely manner as prescribed Service Level Agreement (SLA). If you thrive in a dynamic, collaborative workplace, Zensar provides an environment were challenged and inspired every single day. And if you relish the freedom to bring creative, thoughtful solutions to the table, there is no limit to what you can accomplish here.1: As part of our award-winning global Service desk and MIM team, you will shape and deliver exciting digital solutions for some of the world\'s biggest brands, coach teams and be a trusted client partner.

• Handling Customer Service call and supporting the client to resolve his issues
• Work with the best technologies and influence clients\' business outcomes
• Do evaluative research to validate and improve customer experience
• Work alongside with Infra team .
• Ability to lead and mentor others

Here\'s how you\'ll contribute: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, email, and chat.Act 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, email, and chat.

• ITIL v3/v4 Foundation certified
• General awareness about Win10, Core Apps (like Browser, Outlook, Excel, Word etc.), O365 and Active Directory
• Proficient in handling customer queries across the globe (primarily United States) Exceptional verbal and communication skills
• Unparalleled Listening and Comprehension capabilities
• Proven service industry front line experience with handling high value/critical customers
• Ability to keyboard to capture important details on a call for documentation

Desired Skills:

• Minimum of 1 year Experience in Service Desk & MIM handling
• ITIL v3/v4 Foundation certified
• General awareness about Win10, Core Apps (like Browser, Outlook, Excel, Word etc.), O365 and Active Directory
• Exceptional verbal and communication skills

Zensar