Associate, Service Desk

Role Overview: You will be a customer-centric proactive Service Desk Associate at Zendesk, where you will thrive in a fast-paced collaborative environment. Your role will involve solving problems, supporting employees face-to-face, and delivering exceptional service every day. It is essential to maintain strong fundamentals in service desk operations and provide hands-on technical assistance. Key Responsibilities: - Serve as an onsite IT ambassador, delivering Best in Class support experiences. - Provide hands-on support for Mac and Windows laptops and desktops. - Troubleshoot and resolve complex hardware, software, and basic network issues in person. - Set up and deploy new hire equipment (laptops, peripherals, mobile devices). - Provision and deprovision user accounts across cloud-based applications. - Support SaaS applications and internal IT tools (e.g., Okta, Google Workspace, Atlassian, JAMF, Zoom). - Assist with asset lifecycle management, including inventory tracking and device recovery. - Provide support for onsite video conferencing systems and Zoom Rooms. - Provide technical support for office and company events. - Manage service desk tickets, ensuring SLA adherence and timely resolution. - Escalate complex issues appropriately while maintaining ownership through resolution. - Train and guide employees on software usage and IT best practices. - Contribute ideas to improve IT processes, workflows, and user experience. - Maintain clear, professional communication across all levels of the organization, including leadership. Qualifications Required: - 1-2 years of experience in IT Support Service Desk or Desktop Support. - Strong troubleshooting skills for Mac and Windows environments. - Experience working within a ticketing system (Zendesk preferred). - Familiarity with cloud-based tools such as Okta, Google Workspace (G Suite), Atlassian, JAMF, and Zoom is an advantage. - Basic understanding of networking concepts and endpoint management. - Experience supporting hardware provisioning and asset management processes. - Strong customer service mindset with excellent verbal and written communication skills. - Ability to remain calm, solution-oriented, and professional in high-pressure situations. - Strong time management and ability to prioritize multiple requests effectively. - Willingness to work onsite full-time and support rotating or occasional after-hours needs (e.g., events, escalations). - A collaborative, upbeat work ethic with an ownership mentality and continuous learning mindset. Company Details: Zendesk believes that outstanding customer experiences stem from exceptional service and collaborative teamwork. They lead with empathy, innovate with purpose, and celebrate diversity and inclusion in everything they do. Join their Global Service Desk team to help power the technology experience for employees worldwide. Role Overview: You will be a customer-centric proactive Service Desk Associate at Zendesk, where you will thrive in a fast-paced collaborative environment. Your role will involve solving problems, supporting employees face-to-face, and delivering exceptional service every day. It is essential to maintain strong fundamentals in service desk operations and provide hands-on technical assistance. Key Responsibilities: - Serve as an onsite IT ambassador, delivering Best in Class support experiences. - Provide hands-on support for Mac and Windows laptops and desktops. - Troubleshoot and resolve complex hardware, software, and basic network issues in person. - Set up and deploy new hire equipment (laptops, peripherals, mobile devices). - Provision and deprovision user accounts across cloud-based applications. - Support SaaS applications and internal IT tools (e.g., Okta, Google Workspace, Atlassian, JAMF, Zoom). - Assist with asset lifecycle management, including inventory tracking and device recovery. - Provide support for onsite video conferencing systems and Zoom Rooms. - Provide technical support for office and company events. - Manage service desk tickets, ensuring SLA adherence and timely resolution. - Escalate complex issues appropriately while maintaining ownership through resolution. - Train and guide employees on software usage and IT best practices. - Contribute ideas to improve IT processes, workflows, and user experience. - Maintain clear, professional communication across all levels of the organization, including leadership. Qualifications Required: - 1-2 years of experience in IT Support Service Desk or Desktop Support. - Strong troubleshooting skills for Mac and Windows environments. - Experience working within a ticketing system (Zendesk preferred). - Familiarity with cloud-based tools such as Okta, Google Workspace (G Suite), Atlassian, JAMF, and Zoom is an advantage. - Basic understanding of networking concepts and endpoint management. - Experience supporting hardware provisioning and asset management processes. - Strong customer service mindset with excellent verba