IT Help Desk Senior Coordinator
Mohali, IND · Mohali · 3-6 years experience · Hybrid · Posted Sep 28, 2026
At a glance
- Experience
- 3-6 years experience
- Workplace
- Hybrid
- Location
- Mohali, IND · Mohali
About the role
- The IT Help Desk Senior Coordinator serves as a primary technical resource on the Global ServiceDesk team, delivering end-user support and service excellence to Zscaler’s global workforce.
- This role involves managing incident triage, identity lifecycle tasks, device provisioning, and technical troubleshooting within a Zero Trust security environment.
- The position is based in Mohali and focuses on maintaining operational efficiency and high customer satisfaction across the enterprise SaaS stack.
Responsibilities
- Manage daily ServiceNow ticket queues to adhere to MTTA/MTTR SLAs.
- Provide Tier 1 support for workplace technology, VPN, and Gemini Enterprise Plus.
- Execute end-to-end provisioning, modification, offboarding, and asset recovery.
- Configure, stage, and deploy macOS and Windows laptops using Workspace ONE MDM.
- Manage local hardware inventory, spares, and peripheral requests.
- Verify device security compliance including ZCC, FileVault/BitLocker, and CrowdStrike agents.
- Author SOPs and KB documentation.
- Collaborate with L2 teams on root cause analysis for recurring issues.
- Support ServiceNow workflow automations.
- Coordinate global shift handovers.
Requirements
- 3–6 years of experience in an IT Helpdesk, ServiceDesk, or Technical Support role within a global enterprise.
- Hands-on proficiency with ServiceNow or equivalent workflow tools.
- Foundational understanding of AI/ML technologies and experience leveraging AI tools for troubleshooting and documentation.
- Working knowledge of Okta, Active Directory, and governance platforms like ConductorOne.
- Proficiency in troubleshooting macOS and Windows 10/11.
- Experience with Workspace ONE (AirWatch) or equivalent MDM solutions.
- Experience supporting Google Workspace, Microsoft 365, Zoom, and password managers.
- Solid understanding of TCP/IP, DNS, DHCP, VPNs, Wi-Fi troubleshooting, and local network diagnostics.
Preferred qualifications
- Proven ability to leverage AI technologies and workflows to drive operational efficiency.
- Familiarity with PowerShell or Bash.
- Hands-on experience with ServiceNow.
- Hands-on experience managing hardware security tokens (YubiKeys).
- Experience with privileged account management.
- Proven track record of authoring impactful KB articles.
- Experience driving ticket deflection initiatives.
Benefits
- Various health plans
- Time off plans for vacation and sick time
- Parental leave options
- Retirement options
- Education reimbursement
- In-office perks
Workplace
- Based in Mohali, IND.
- Hybrid working model.
Skills
- ServiceNow
- Okta
- Active Directory
- ConductorOne
- Workspace ONE
- Google Workspace
- Microsoft 365
- Zoom
- 1Password
- macOS
- Windows 10/11
- TCP/IP
Show all 15 skills
- DNS
- DHCP
- VPN
