Service Desk Fresher

Overview

Job Details

• Job Type: Full-time
• Shift & Schedule: Rotational shift
• Location: Bengaluru, Karnataka
• Benefits:
  • Health insurance
  • Life insurance

Company Overview

When it comes to IT solution providers, there are many choices. However, when it comes to innovative and differentiating end-to-end service offerings, there’s only one: Zones – First Choice for IT.TM

About Zones:
Zones is a Global Solution Provider specializing in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. With an unmatched supply chain, Zones has been in business for over 35 years, operating in 120+ countries.

Key Highlights:

• Holds the highest certification levels from key partners like Microsoft, Apple, Cisco, Lenovo, and Adobe.
• Experts in building digital infrastructures that transform businesses.
• A certified Minority Business Enterprise (MBE).

Follow Zones, LLC on:

• Twitter: @Zones
• LinkedIn & Facebook

Position Overview

The L1 - Service Desk role provides remote technical support and assistance to customers, ensuring their satisfaction and resolving issues at first contact. This role requires a strong technical background, effective communication, and the ability to troubleshoot IT-related problems.

Responsibilities – What You’ll Do

• Serve as the first point of contact for customers via phone, chat, and email.
• Provide core IT support to clients worldwide in a 24/7 environment.
• Troubleshoot and configure desktop hardware and peripherals.
• Communicate effectively in a team environment using platforms like Microsoft Teams and Skype.
• Work with Windows operating systems, diagnose hardware issues, and install/troubleshoot software.
• Maintain a customer-first approach and provide strong customer service.
• Multitask efficiently in a fast-paced environment.
• Ensure real-time ticket creation and documentation.
• Perform troubleshooting using diagnostic techniques and guided SOPs.
• Escalate unresolved issues to the next level of support.
• Maintain accurate records of customer issues and solutions.
• Identify and suggest process improvements.
• Follow up with customers to ensure issue resolution.

Skills & Qualifications – What You’ll Bring

• Experience: 0 - 6 months in IT Support
• Education:
  • B.Sc. (IT, Computer Science)
  • B.Tech/BE, BCA, M.Tech, MCA, M.Sc. (Computer Science)
• Technical Skills:
  • Understanding of computer systems, mobile devices, and IT products
  • Ability to diagnose and resolve technical issues quickly
  • Familiarity with remote troubleshooting methods
• Soft Skills:
  • Strong communication and interpersonal skills
  • Ability to work in a team environment
  • Excellent customer service mindset
  • Ability to prioritize tasks and work under pressure

Reporting Structure

• Reports to: Team Lead

Benefits at Zones

At Zones, we value our employees and offer a comprehensive benefits package, including:

• Medical Insurance Coverage
• Group Term Life Insurance & Personal Accident Cover
• Flexible leave policy to balance work-life commitments

Why Join Zones?

At Zones, work is more than just a job – it’s an exciting career in an innovative, collaborative culture. We are committed to pushing the boundaries of IT innovation across sales, engineering, operations, and administration.

If you're passionate about technology, customer support, and IT services, Zones is the place for you!

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