Job Description

:JD :We are looking to hire fresh Engineering graduates (BE /BTech) with IT (Information Technology /Computer Science) background. Successful candidates have to work in one or more technology, which may include Windows and Virtualization, Network, Data base (SQL and MY SQL), Storage and Backup area.Successful candidates will go through basic training in all the technology areas and specific training in one of the technology areas to prepare them to handle various tasks related to respective technology.Role includes the following.

• Proactive monitoring and conducting health checks of the IT environment.
• Working on user tickets
• Conduct remote troubleshooting.
• Ask targeted questions to diagnose issues.
• Test alternative pathways until you resolve an issue.
• Follow ITIL processes.
• Understand and follow all customer specific process.
• Work with seniors and team members
• Work in customer business hours
• Ready to work in out of business hours, including weekends if the job role demands.
• Direct unresolved issues to the next level
• Follow up with end user.
• Be ready to relocate to other locations of Zensar.
• Ticket triage / categorisation / prioritisation / assignment.
• Escalation of Major IT Incidents,
• AD user record currency, network Share access, account provisioning / termination
• Provide high quality customer service on inbound and outbound calls.
• Provide efficient and effective query resolution by taking ownership for first call resolution.
• Identify opportunities to provide information regarding other value-added services.
• Participate in formal and informal trainings.
• Adhere to all legislative requirements required for the role.
• Ensure Service Level compliance for Incidents and Requests
• Monitoring of the Service Desk queue, ensuring all tickets are dealt with in a timely and professional manner.
• Follow agreed or documented IT Operational Processes, and ensure they are consistently applied to maintain high quality and efficient IT service delivery.
• Maintain and improve on key performance indicators.
• Participation in improvement of the quality of the Service Delivery
• Active involvement in team and cultural change within the Service Desk team
• Follow all infosec security policies.
• Should be ready to work in 24 x 7 rotational shifts as demanded by this role.

Other responsibilities as directed by the Supervisor or Team Lead of Service Desk Team

Zensar