IT Service Desk Specialist

Job Description

Job Title: IT Service Desk Specialist

Location: Onsite Zendesk Office

Department: Global Service Desk

Love helping people

Well Zendesk is looking for an IT Service Desk Specialist who is a sharp go-getter! You should be customer-centric a problem solver caring honest observant humble rational and above all else self-aware. To be successful here you should not be shy and be ready to address any task big or small. We are looking for someone who is collaborative has a good work ethic and enjoys being part of a diverse team across the globe.

About Zendesk

At Zendesk we believe outstanding customer experiences come from exceptional service and collaborative teamwork. We lead with empathy innovate with purpose and celebrate diversity and inclusion in everything we do. Join us as an IT Service Desk Specialist and be part of a global team that cares deeply about our people and the technology that powers them.

The Role

As an IT Service Desk Specialist within our Global Service Desk you will play a critical role in providing advanced IT support to our diverse worldwide team. Youll be the go-to expert troubleshooting complex Mac and PC hardware and software issues managing provisioning and ensuring our coworkers receive top-tier service every step of the way. Your ability to solve problems creatively communicate clearly and collaborate effectively will help us deliver the simplest solutions while fostering an inclusive and supportive environment.

What Youll Do

Set up new laptops and workstations for employees

Troubleshoot and resolve complex configuration hardware software and network issues on Mac and Windows platforms

Provide advanced technical support for SaaS applications and internal IT tools

Provide support for onsite video conferencing systems and Zoom Rooms

Support technical needs of the office including onsite and hybrid office events to ensure smooth virtual meetings and seamless event experiences

Assist with system updates patch management and ongoing IT maintenance

Manage service tickets ensuring timely transparent updates and effective resolution of incidents and service requests

Understand and follow established escalation paths involving higher-level teams when necessary

Train guide and empower end-users on software applications and IT best practices with patience and clarity

Collaborate across IT and business teams to innovate and improve IT services continuously

Adapt communication styles to effectively engage a diverse global workforce including leadership levels

What You Bring

At least 23 years experience in an IT support role with at least 12 years working on Apple Mac and Microsoft Windows platforms

Proven proficiency troubleshooting complex hardware and software issues on Macs and PCs

Hands-on knowledge of SaaS applications troubleshooting; experience with Okta G Suite Atlassian JAMF Zoom is a strong plus

Familiarity with Zendesk or other ticketing and ITSM systems

Understanding of network troubleshooting principles and practices

Strong independence balanced with a collaborative mindset able to own problems and escalate thoughtfully

Resourceful and creative problem solver who thrives in fast-paced environments

Exceptional customer service mindset; able to remain calm and solution-focused in challenging situations

Excellent verbal and written communication skills with the ability to translate complex technical concepts into clear business-friendly language and communicate effectively across all organizational levels including Sr. Director and executive stakeholders.

Comfortable working onsite and available for on-call shifts when needed including occasional evenings and weekends

A positive upbeat attitude with a passion for teamwork innovation and continuous learning

Why Zendesk

Lead with exceptional customer service: Every interaction matters. We do more than fix tech issues we create seamless experiences for our colleagues.

Deliver the simplest solution: We cut through complexity with clarity and efficiency. Less is more.

Show pride in our work: You own your impact and bring your best every day. Care for each other: We support and celebrate one anothers successes and challenges.

Collaborate and innovate: Diverse voices and ideas fuel our creativity and growth.

Commit to inclusion: Were building a workplace where everyone can thrive and belong.

Ready to Join

If youre passionate about technology customer service and being part of a collaborative global team that values innovation and inclusion wed love to hear from you. Apply today and help us power an amazing employee experience at Zendesk!

Zendesk is an equal opportunity employer and were proud of our ongoing efforts to champion global diversity equity & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race color religion national origin age sex gender gender identity gender expression sexual orientation marital status medical condition ancestry disability military or veteran status or any other characteristic protected by applicable law.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application complete any pre-employment testing or otherwise participate in the employee selection process please send an e-mail to with your specific accommodation request.

By submitting your application you agree that Zendesk may collect your personal data for recruiting global organization planning and related purposes. Zendesks Candidate Privacy Notice explains what personal information Zendesk may process where Zendesk may process your personal information its purposes for processing your personal information and the rights you can exercise over Zendesks use of your personal information.

Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.

Hybrid: In this role our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection collaboration learning and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working enables us to purposefully come together in person at one of our many Zendesk offices around the world to connect collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer and were proud of our ongoing efforts to foster global diversity equity & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race color religion national origin age sex gender gender identity gender expression sexual orientation marital status medical condition ancestry disability military or veteran status or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application complete any pre-employment testing or otherwise participate in the employee selection process please send an e-mail to with your specific accommodation request.