IT Service Desk Specialist

Job Description

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

• At least 2–3 years experience in an IT support role, with at least 1–2 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 another’s successes and challenges.
• Collaborate and innovate: Diverse voices and ideas fuel our creativity and growth.
• Commit to inclusion: We’re building a workplace where everyone can thrive and belong.

#LI-FC1

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 we’re 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 peopleandplaces@zendesk.com with your specific accommodation request.