Job Description
We are looking for a talented and dedicated Service Desk L1 resource to provide exceptional support to our global clients. As a key member of our team, you will be responsible for delivering high-quality service and ensuring customer satisfaction. Your expertise in French and English communication, along with your ITIL foundation, will be instrumental in resolving customer queries and providing effective solutions.
Responsibilities
- Handle customer inquiries and provide timely resolutions via phone, email, and remote support tools.
- Maintain a high level of customer satisfaction by ensuring prompt and accurate responses.
- Escalate complex issues to the appropriate teams and follow up on open cases.
- Document and update knowledge base articles to improve self-service options for customers.
- Collaborate with the team to identify and implement process improvements.
- Ensure compliance with ITIL best practices and maintain accurate records.
- Participate in shift rotations to provide 24/7 coverage, especially for Europe and Americas time zones.
- Maintain a positive and professional attitude while interacting with customers.
- Stay updated with the latest technology trends and industry developments.
Qualifications
- Excellent French and English written and verbal communication skills.
- Willingness to work in rotational shifts, including nights and weekends.
- Proficiency in MS Office suite and ITIL Foundation certification.
- Strong problem-solving and analytical skills.
- Ability to work independently and manage multiple tasks simultaneously.
- Customer-centric approach and a passion for delivering exceptional service.
- Good time management and organizational skills.
- A certification in a relevant language (French or English) is an added advantage.
- Previous experience in a similar role or industry is preferred.
- A positive attitude and a willingness to learn and grow within the company.
About Us
At Zensar, we're
experience-led everything. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose:
Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is
ONE with Client - a set of four core values that reflect who we are and how we work:
One Zensar, Nurturing, Empowering, and Client Focus.
Part of the $4.8 billion RPG Group, we're a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.
We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.
