Job Description

Sr System Engineer - (0090712_2)
Description

Job Title: Service Desk Agent


Location: Hyderabad
Shift Timings: 5 PM to 2 30 and 8PM to 6 AM
Work from Zensar Office (Hyderabad)
Cab Facility Provided
Meal Provided
Shift Allowance Provided
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 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.

• 
  2-3 years of experience in Service Industry
  ITIL v3/v4 Foundation certified / Knowledge on ITIL concepts
  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

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