Zones LLC Off Campus Drive 2025 – Hiring Freshers As Service Desk | INR 300000 - 360000 Annually

Position Overview

To provide technical support & assistance to customers remotely. To ensure client satisfaction and ability to resolve customer issues at first contact. Must have good technical knowledge and an ability to communicate effectively to understand the problem, empathize, and provide a solution at the earliest. To ensure user queries or issues are captured, validated, and triaged for further processing. To ensure various types of information or updates are communicated to users through appropriate channels.

What You’ll Do as the (L1- Service Desk)

• Serve as the first point of contact for customers seeking technical assistance through various channels like phone, chat & email.
• Experience in Core IT Support, Addressing Clients Worldwide (24*7).
• Experience troubleshooting and configuring desktop hardware and associated peripherals.
• Ability to work in a team environment and communicate effectively through chat systems (e.g. Microsoft Teams, Skype).
• Working knowledge of computer operating systems (Windows), hardware diagnosis/setup, and software installation/troubleshooting.
• Experience working in a fast-paced environment.
• Strong customer service experience.
• Excellent communication skills are a must.
• Ability to multitask well.
• Real-time ticket creation and documentation.
• Ability to perform tasks within SLA’s.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the SOPs/KBs related to the issue and the relevant details provided by customers.
• Walk the customer through the problem-solving process.
• Escalate unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions from customers to the appropriate internal team.
• Identify and suggest possible improvements to procedures & KB articles.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues faster.
• 24/7 rotational shift.

What You Will Bring to the Team

• Experience – 0-0.6 months in IT Support.
• Education – BSc (IT, Computer) or B.Tech/ BE, BCA, M.Tech, MCA, MSc (Computer).
• Reporting – Team Lead.