Zones Hiring For Service Desk L1 | Zones Off Campus Drive 2025 – Apply Now

Zones Hiring For Service Desk L1 

About Company :

Zones is a global IT solutions provider, operating in over 120 countries, specializing in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed Services. With over 35 years in business, Zones leverages high-level certifications from partners like Microsoft, Apple, and Cisco to deliver comprehensive IT products and services. They focus on building digital infrastructures that transform businesses, offering end-to-end IT lifecycle support and professional services. Zones fosters a collaborative and innovative culture, committed to supporting their teams with competitive compensation and growth opportunities.

Official Company Website : www.zones.com

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Zones Hiring For Service Desk L1 Position:

Job Description :

Zones is hiring for a Service Desk L1 role, serving as the first point of contact for technical assistance to global customers via phone, chat, and email. Responsibilities include remote troubleshooting of hardware, software, and networking issues, logging incidents in ticketing systems, and escalating complex problems to higher-level support. Candidates must possess strong technical knowledge of operating systems (Windows), excellent communication skills, and the ability to diagnose and resolve basic issues efficiently. This role requires adaptability to a 24/7 rotational shift environment and a commitment to customer satisfaction.

Minimum Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.

Job function: Service Desk L1

Skills/experience:

• Technical Troubleshooting: Ability to diagnose and resolve basic hardware, software, and network connectivity issues.
• Operating System Knowledge: Proficiency in supporting Windows operating systems (Windows 10/11) and common applications.
• Communication Skills: Excellent verbal and written communication for clear interaction with users and documentation.
• Customer Service Orientation: Strong focus on providing exceptional customer support and ensuring user satisfaction.
• Ticketing System Proficiency: Experience in logging, tracking, and managing incidents using ITSM tools (e.g., ServiceNow, Zendesk).
• Basic Networking: Fundamental understanding of networking concepts (TCP/IP, Wi-Fi, VPN).
• Problem-Solving: Aptitude for logical thinking and systematic problem resolution.
• Adaptability: Ability to work in a fast-paced environment and adapt to changing priorities and technologies.
• Teamwork: Capability to collaborate effectively with colleagues and escalate issues appropriately.

Responsibilities:

• First-Level Support: Serve as the initial point of contact for IT-related issues from global users via phone, email, and chat.
• Incident Logging: Accurately log all incoming incidents and service requests in the designated ticketing system with detailed information.
• Remote Troubleshooting: Diagnose and resolve common technical issues related to hardware, software, and network connectivity remotely.
• Issue Escalation: Escalate unresolved or complex issues to appropriate Level 2 or Level 3 support teams following established procedures.
• User Guidance: Provide clear, step-by-step guidance to users on how to resolve basic IT problems or use IT services.
• Documentation: Maintain and update knowledge base articles and IT documentation for common issues and resolutions.
• Customer Communication: Keep users informed about the status of their tickets and provide timely updates.
• SLA Adherence: Ensure that all incidents and requests are handled within defined Service Level Agreements (SLAs).
• Shift Work: Work in a 24/7 rotational shift environment, including nights, weekends, and holidays, as required.

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Education requirements:

• Degree Type (Preferred): Bachelor’s degree.
• Primary Discipline: Computer Science.
• Related Discipline 1: Information Technology.
• Related Discipline 2: Management Information Systems (MIS).
• Related Discipline 3: Engineering in a relevant field.
• Alternative: Diploma in a relevant IT field.
• Equivalency: Equivalent practical experience may be considered in lieu of a degree.
• Certifications (Advantageous): ITIL Foundation, CompTIA A+, Microsoft Certified Professional (MCP) or similar.
• Basic Computer Knowledge: Demonstrated foundational understanding of computer hardware and software.