Service Desk

New Job Role- Service Desk Specialist

Location- Dallas, TX

Client- Zensar Technology 

Service desk Engineer- Customer Support Representatives
Fulltime role
$50k-55k/Year benefits- DOE
Onsite role to be worked from Dallas Texas
Why Zensar?

We're a bunch of hardworking, fun-loving, people-oriented technology enthusiasts.  We love what we do, and we're passionate about helping our clients thrive in an increasingly complex digital world. Zensar is an organization focused on building relationships, with our clients and with each other-and happiness is at the core of everything we do.  In fact, we're so into happiness that we've created a Global Happiness Council, and we send out a Happiness Survey to our employees each year. We've learned that employee happiness requires more than a competitive paycheck, and our employee value proposition-grow, own, achieve, learn (GOAL)-lays out the core opportunities we seek to foster for every employee. Teamwork and collaboration are critical to Zensar's mission and success, and our teams work on a diverse and challenging mix of technologies across a broad industry spectrum.  These industries include banking and financial services, high-tech and manufacturing, healthcare, insurance, retail, and consumer services. Our employees enjoy flexible work arrangements and a competitive benefits package, including medical, dental, vision, 401(k), among other benefits. If you are looking for a place to have an immediate impact, to grow and contribute, where we work hard, play hard, and support each other, consider joining team Zensar!

You might really grab our attention if you can:

     2- 3 years of Phone support experience Mandatory

     3 years of Windows Technical Service desk experience is necessary.

     knowledge Windows 10, 2019.

     Knowledge in windows buildout

     knowledge with the following: Windows, AD, Avamar, VMWare, Citrix, Exchange, SCCM, SCOM etc.,

     ITSM ticketing tools such as Ivanti, ServiceNow etc.,

     User password reset/account unlock/creation for Active Directory, Horizon, Business applications etc.,

     Remote desktop connectivity applications, Windows end point support

     MS Office Suite and application support

     Web Application, VPN knowledge

     Administer and provide User account provisioning.

     Use the Incident Management System to document and manage problems and work requests and their respective resolutions.

     Responds to telephone calls, email, instant messages, and create tickets; Assign work orders / incidents to appropriate support teams and follow up until closure.

     Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs

     Responsible for installing desktop applications and software

     Work experience with SCCM patch deployments and SCOM monitoring tools

     knowledge of scripting.

     Highly self-motivated with keen attention to details

Here's how you'll contribute:

     Support for laptop, desktops, and printers

     Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for end users

     Route problems to internal 3rd level IT support staff.

     Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.

How we'd like you to lead:

Take part in and host regular knowledge sharing sessions, mentor more junior members of the team and support the continuous development of our practice. 

We also want you to:  

• Ticket Management
• Customer Satisfaction
• First Call Resolution
• Create SOP and Knowledge Base articles for top call generators. 

 Desired Skills:

• Route assign tickets to appropriate support group if necessary.
• Identifying and escalating high priority, high severity issues.
• Updating pending tickets with timely, precise and accurate updates
• Following up with end users, if necessary, for closure of pending tickets
• Following up with support groups, if necessary, for closure of pending tickets

Service desk Engineer Level 2

• Communicate with staff or clients to understand specific system requirements.
• Analyze requirements and develop design concepts or changes.
• Document design specifications, installation instructions, and other system-related information.
• Verify stability, interoperability, portability, security, or scalability of system architecture.
• Collaborate with engineers or software developers to select appropriate design solutions or ensure the compatibility of system components.
• Provide technical guidance or support for the development or troubleshooting of systems.
• Identify system data, hardware, or software components required to meet user needs.
• Provide guidelines for implementing secure systems to customers or installation teams.
• Monitor system operation to detect potential problems.

Zensar believes that diversity of backgrounds, thought, experience, and expertise fosters the robust exchange of ideas that enables the highest quality collaboration and work product. Zensar is an equal opportunity employer. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Zensar is committed to providing veteran employment opportunities to our service men and women. Zensar is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

Zensar does not facilitate/sponsor any work authorization for this position.  All candidates must present valid authorization to commence new employment in the U.S. for Zensar.

Candidates who are currently employed by a client or vendor of Zensar may be ineligible for consideration.

Zensar values your privacy.  We'll use your data in accordance with our privacy statement located at: https://zensar.com/privacy-notice