Job Description

Role: Service Desk Agent

Location: Hyderabad Zensar office

We are hiring a talented Service Desk Agent professional to join our team. If you're excited to be part of a winning team, Zensar is a great place to grow your career. You'll be glad you make the right choice to join us.


Be part of a team of technical experts, motivated by a desire to facilitate customers and be responsible for providing voice/non-voice support


Handle complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers


Provide remote infrastructure support delivery and performing problem cause analysis


Collaborate with fellow support colleagues and other internal organizations to provide superior customer service


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 resolution


Provide direct technical assistance to customers via phone, email, and chat.





Must Have's:


Preferred min. 1 years of experience in Service Industry


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 written, verbal 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


Willing to work in 24/7 environment


Knowledge in Service Desk tools like Service Now


Knowledge and understanding of basic hardware, software and networking.