Zones Hiring Service Desk L1 – Fresher at Zones - Hyderabad

Job Role: Service Desk L1 – Fresher
Location: Bengaluru, India
Salary: ₹3.0 to ₹3.6 LPA (Expected)
Experience Required: Fresher (0–6 months)
Batch Eligible: 2021, 2022, 2023, 2024
Education Required: BSc (IT/Computer), B.Tech/BE, BCA, M.Tech, MCA, MSc (Computer)
Last Date to Apply: ASAP
Shift: 24/7 Rotational Shifts

Company Overview
Zones is a global IT solutions provider offering comprehensive end-to-end technology services and supply chain support. With over 35 years of experience and presence in 120+ countries, Zones partners with leading tech companies like Microsoft, Cisco, Lenovo, and Adobe. Specialties include Digital Workplace, Cloud & Data Center, Networking, Security, and Managed Services.

Position Summary
As a Service Desk L1 Engineer, you’ll be the first point of contact for clients seeking technical support via phone, chat, or email. You'll troubleshoot issues, ensure timely ticket resolution, and maintain customer satisfaction with effective communication and problem-solving.

Responsibilities

Serve as first-line technical support for global clients
Address client issues through chat, phone, and email
Provide remote desktop support and resolve basic technical problems
Troubleshoot hardware, software, OS, and network issues
Create and manage support tickets with detailed documentation
Escalate unresolved issues to L2 support
Follow standard operating procedures and KB articles
Update and follow up on customer requests and solutions
Suggest improvements to internal knowledge base and support procedures
Maintain SLA compliance and shift responsibilities

Required Skills

Basic understanding of Windows OS, hardware diagnostics, and installation
Familiarity with remote troubleshooting tools
Excellent communication and multitasking skills
Strong customer service orientation
Working knowledge of ticketing systems and documentation
Ability to quickly resolve or escalate technical issues

Preferred Skills (Bonus)

Exposure to IT Support tools like Microsoft Teams, Skype
Basic scripting knowledge (PowerShell, Bash, etc.)
Certification in A+/N+, ITIL, or equivalent (optional)

Benefits

Competitive salary based on performance
Medical insurance, group term life, and accident coverage
Flexible leave policies
Growth path in IT support and service delivery

Reporting To: Team Lead
Work Mode: In-office, Bengaluru

Zones Hiring Service Desk L1 – Fresher

Job Description