Service Desk Agent Job in Hyderabad at Zensar

Zensar is hiring for the role of Service Desk Agent!

Responsibilities of the Candidate:

• 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.

Requirements:

• 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