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. You’ll 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 You’ll 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

Why Zendesk?

Ready to Join?

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