Zones Looking for Service Desk – L1 Analyst at Bengaluru, Karnataka Full Time

About Zones Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.

Position Overview

As a Service Desk Analyst, you will provide Level 1 support to clients. This role will provide customer-friendly assistance to clients having trouble using IT products. The Service Desk Analyst will troubleshoot, diagnose and resolve Level 1 incidents received, and escalate issues as necessary.

Key Responsibilities

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Service Desk Analyst is primarily responsible for:
Perform customer support to client via telephone, chat, email support or tickets.

Provide Level 1 triage and resolutions such as password resets and account unlock for reported incidents and requests.

Provide connectivity support for home users which includes network routers, broadband, cabling, Citrix, Virtual Technologies, and VPN

Address user tickets regarding hardware, software, and networking

Perform customer call backs as required

Providing Apple, Windows, Chromebook device support over the phone.

Help resolve software and technical questions for the customer efficiently and effectively

Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.

Providing smartphone assistance for in home connectivity.

Assist users with set up of home equipment and provide troubleshooting assistance if needed.

Assisting with troubleshooting issues using remote management software.

Using specific tools to diagnose issues, make recommendations for resolution.

Using problem-solving and people skills to ensure swift resolutions to technical issues.

Testing, troubleshooting, and diagnosing computer error messages and failures.

Escalate issues to next level support if needed

Learn and become knowledgeable of customer products and services

Demonstrate effective soft skills, active listening skills and ability to empathize with customer’s situation

Effectively manage length of calls, handle time, and after call work.

Manage customer expectations regarding estimated response times for issue resolution.

Resolving the issues through Phone, chat and email communication channels.

Meet SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizations

Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.

Promote teamwork and contact center success

Providing 5-star customer service.

We are seeking candidates with the following experience and skills

EDUCATION:
Associates Degree or equivalent experience in a similar service desk role.

PREFERRED QUALIFICATIONS:
Experience working on a helpdesk/service desk handling tickets

Experience troubleshooting Desktop hardware and associated peripherals.

Proficiency in navigating accounts

Ability to resolve more complex support ticket requests

Ability to provide support to new team members

Effectively manage length of calls, handle time, and after call work.

Promote teamwork and contact center success.

Working knowledge of Apple, Windows, Chromebook hardware and software.

Working knowledge of Windows 7, 10, Microsoft Office 365

Experience with ServiceNow Ticketing System

Experience or certification with ITIL

Experience working in a fast-paced service desk

Strong ability to troubleshoot issues.

Strong communication skills.

Ability to multitask well

Zones offers a comprehensive Benefits package

While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own teams. We offer a competitive compensation package where our employees are rewarded based on their performance and recognized for the value, they bring into our business. Our employees enjoy a variety of comprehensive benefits, including Medical Insurance Coverage, Personal Accident Cover to handle the uncertainties of life, flexible leave policy to balance their work life and much more.

At Zones, work is more than a job – it’s an exciting career immersed in an inventive, collaborative culture. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!