Service Desk - service DESK

Job Description

Job Location: Hyderabad (Hybrid – 2 to 3 days a week)

Utilized any automation AI tool in ServiceDesk Ops for a leading respiratory diagnostics equipment manufacturing client to improve ticket accuracy through AI-guided categorization, reducing misassignments.

Automating application access requests via PowerShell workflows integrated with ServiceDesk, streamlining user provisioning.

Work on GenAI or any AI-Assisted platform for ITIL/ITSM related functions.

Demonstrating a solid foundation in managing day-to-day incidents and service requests. The approach needs to be clearly customer-centric and resolution-focused, with a proven ability to address end-user issues effectively:

• Be well-versed in Service Desk functions
• Customer-focused with a strong resolution mindset
• Reliable and consistent in ticket management

Areas for Development:

• Automation Exposure: The candidate would benefit from practical experience with automation tools and workflows. Enhancing this skill set would support more efficient handling of repetitive tasks, leading to improved resolution times and operational scalability.

• Function Enhancement & Continuous Improvement: While effective in addressing individual user issues, there's an opportunity to develop a more structured approach toward continuous improvement. This includes identifying patterns in recurring incidents, proposing scalable solutions, and contributing to the refinement of processes.

• Strategic & Process Orientation: Transitioning from a reactive support model to a more proactive, process-driven mindset would be valuable. A focus on driving best practices, leveraging performance metrics, and promoting knowledge sharing will strengthen their contribution to overall team maturity and efficiency.

• Technical Depth: Sufficient exposure to automation tools and workflows would help. Understanding of key performance indicators (KPIs) and their role in driving service excellence. Familiarity with knowledge management practices which is critical for fostering continuous improvement and enabling effective issue resolution across the team.

Responsibilities

Job Location: Hyderabad (Hybrid – 2 to 3 days a week)

Utilized any automation AI tool in ServiceDesk Ops for a leading respiratory diagnostics equipment manufacturing client to improve ticket accuracy through AI-guided categorization, reducing misassignments.

Automating application access requests via PowerShell workflows integrated with ServiceDesk, streamlining user provisioning.

Work on GenAI or any AI-Assisted platform for ITIL/ITSM related functions.

Demonstrating a solid foundation in managing day-to-day incidents and service requests. The approach needs to be clearly customer-centric and resolution-focused, with a proven ability to address end-user issues effectively:

• Be well-versed in Service Desk functions
• Customer-focused with a strong resolution mindset
• Reliable and consistent in ticket management

Areas for Development:

• Automation Exposure: The candidate would benefit from practical experience with automation tools and workflows. Enhancing this skill set would support more efficient handling of repetitive tasks, leading to improved resolution times and operational scalability.

• Function Enhancement & Continuous Improvement: While effective in addressing individual user issues, there's an opportunity to develop a more structured approach toward continuous improvement. This includes identifying patterns in recurring incidents, proposing scalable solutions, and contributing to the refinement of processes.

• Strategic & Process Orientation: Transitioning from a reactive support model to a more proactive, process-driven mindset would be valuable. A focus on driving best practices, leveraging performance metrics, and promoting knowledge sharing will strengthen their contribution to overall team maturity and efficiency.

• Technical Depth: Sufficient exposure to automation tools and workflows would help. Understanding of key performance indicators (KPIs) and their role in driving service excellence. Familiarity with knowledge management practices which is critical for fostering continuous improvement and enabling effective issue resolution across the team.

Qualifications

Job Location: Hyderabad (Hybrid – 2 to 3 days a week)

Utilized any automation AI tool in ServiceDesk Ops for a leading respiratory diagnostics equipment manufacturing client to improve ticket accuracy through AI-guided categorization, reducing misassignments.

Automating application access requests via PowerShell workflows integrated with ServiceDesk, streamlining user provisioning.

Work on GenAI or any AI-Assisted platform for ITIL/ITSM related functions.

Demonstrating a solid foundation in managing day-to-day incidents and service requests. The approach needs to be clearly customer-centric and resolution-focused, with a proven ability to address end-user issues effectively:

• Be well-versed in Service Desk functions
• Customer-focused with a strong resolution mindset
• Reliable and consistent in ticket management

Areas for Development:

• Automation Exposure: The candidate would benefit from practical experience with automation tools and workflows. Enhancing this skill set would support more efficient handling of repetitive tasks, leading to improved resolution times and operational scalability.

• Function Enhancement & Continuous Improvement: While effective in addressing individual user issues, there's an opportunity to develop a more structured approach toward continuous improvement. This includes identifying patterns in recurring incidents, proposing scalable solutions, and contributing to the refinement of processes.

• Strategic & Process Orientation: Transitioning from a reactive support model to a more proactive, process-driven mindset would be valuable. A focus on driving best practices, leveraging performance metrics, and promoting knowledge sharing will strengthen their contribution to overall team maturity and efficiency.

• Technical Depth: Sufficient exposure to automation tools and workflows would help. Understanding of key performance indicators (KPIs) and their role in driving service excellence. Familiarity with knowledge management practices which is critical for fostering continuous improvement and enabling effective issue resolution across the team.

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.

Job Info

• Job Identification 145343
• Posting Date 05/12/2026, 06:47 AM
• Job Shift Day Job
• Locations Block 3, 1st, 8th Floor,, Hyderabad, Telangana, 500019, IN
• Work from Anywhere Yes
• Minimum Experience (In Years) 7
• Maximum Experience (In Years) 15