Hybrid service desk- texas bei Zensar Technologies Ltd

New Job Role- Service Desk Specialist

Location- Dallas, TX/Remote.

Client- Zensar Technology-Versant Health

Required Skills: 

Associates MUST BE FLEXIBLE TO WORK IN ROTATIONAL SHIFTS/WEEKENDS.

·        Good at Service Desk/call handling, Supporting Windows, Linux, and MAC environments. 

·        Good SCCM Knowledge. Would be helpful if he knows basic SQL scripting used for SCCM.  

·        Manage Patching in SCCM for Desktops, troubleshoot on problematic machines. Reinstall SCCM agent and redeploy packages. 

·        Installation and maintenance of Windows and Mac OS. 

·        Troubleshooting all the issues related to Hardware, Networking & Software on Windows OS (Windows7, Windows Vista, Windows 8 & Windows 10) and MAC OS. 

·       Good at troubleshooting Desktop applications and tools. 

·        Technical knowledge of Desktop and Laptop hardware. 

·        Configuring and troubleshooting Office 2010, 2013, 2016, and Office365 suite. 

·        Manage Files and folder permissions. 

·        Printer installing and sharing, troubleshooting printer-related problem. 

·        Configuring and troubleshooting different types of scanners.

·        Resolving problems related to LAN/Wireless connectivity. 

·        Setting up of Wireless on Laptop and BYOD devices 

·        Experience in working on IT Service Management Tools like ServiceNow.

        Primary Responsibilities: 

·        Handle Tier 1 & 2 help desk escalations through calls and tickets.

·        Able to work individually and in team and set priority. 

·        Follow up on outstanding requests and ensure timely resolution 

·        Create accounts and configure hardware as part of the onboarding process 

·        Take on further duties steadily as you grow into your role with the team and our staff 

·        Install, upgrade, support, and troubleshoot Windows 10, some Windows 7 and XP and Exchange, Outlook, Ring Central, Bitlocker, and any other authorized desktop applications 

·        Install, upgrade, support, and troubleshoot for network printing and local printing, computer hardware, and any other authorized peripheral equipment 

·        Performs work in compliance within specified warranty and security requirements. 

·        Take ownership and responsibility of queries, issues, and problems assigned.

·        Work with support contacts and Desktop Engineer Level 2/3 teams to resolve technical issues within the desktop environment. 

·        Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible 

Must Have’s:

Preferred min. 3-5 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 through calls/tickets 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.

Good to Have:

Demonstrates knowledge on Quality Management Program.

Preferred MCP/MSCE/MSCA/MCITP or HDI CSS ITIL knowledge of V2/V3/V4 especially on Service Desk, Incident, Problem, and Change Management preferred.