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Help Desk Agent

Zensar Technologies Inc.

This is a Full-time position in Dallas, TX posted June 5, 2021.

Job Title Service Desk Agent Dallas, TX and Westborough, MA About Zensar Zensar is a digital solutions company helping organizations around the world achieve new thresholds of business performance. We work with clients in banking and financial services, hi-tech and manufacturing, insurance, consumer services, and more. We prepare our clients for sustainable success through experience design, cloud technology, advanced analytics, and business acceleration. About Job We are hiring a talented Service Desk Agent professional to join our team. If yoursquore excited to be part of a winning team, Zensar is a great place to grow your career. Yoursquoll 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 voicenon-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 processproduct improvements. Anticipate customer needs and effectively addressing concerns related to their issue or resolution Provide direct technical assistance to customers via phone, web-portal, email, and chat. Must Haversquos 3-4 years of experience in Service Industry Owns end to end responsibility to progress each ticket logged within ServiceNow platform for any resolver group, irrespective of geography, application or support area. Tickets to be managed by priorities and determined by Customer specific business impact, with the Service Desk operative providing regular end-user updates and escalating within any resolver groups, Customer team or vendors to ensure visibility of any potential failures to resolve issues to the satisfaction of the End User. Each associated Service Desk operative will be familiar with Customer business imperatives, technologies and support processes. They will be responsible for progressing to completion. Troubleshoot, diagnose and analyze the issues and implement corrective solutions related to Laptops desktops mobiles and peripherals Utilize LogMeIn remote desktop management tool to facilitate troubleshooting efforts with end users Document the activities, situational facts, communication, troubleshooting and update the knowledge base during troubleshooting activities IMACD activities, training and job-aids for new users Vendor coordination with third-party firm to manage the Asset Management lifecycle. Desktop laptop phones tablet OS to support – MAC, PC, IOS, Android Provide basic level knowledge to users on hardware software usage including onboarding orientations Recommend, implement and manage self-help capabilities that enable all End Users to perform self-service activities ITIL v3v4 Foundation certified General awareness about Win10, Core Apps (like Browser, Outlook, Excel, Word etc.), MacOS, MDM, O365 and Active Directory Exceptional verbal and communication skills Unparalleled Listening and Comprehension capabilities Proven service industry front line experience with handling high valuecritical customers Ability to keyboard to capture important details on a call for documentation Good to Have Demonstrates knowledge on Quality Management Program. Preferred MCPMSCEMSCAMCITP or A+, N+, Sec+, ITIL, HDI ITIL knowledge of V3 or V4 especially on Service Desk, Incident, Major Incident, Problem, and Change Management preferred

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