Greenhouse ·
full-timeIT Help Desk Senior Coordinator
Zscaler · Mohali, IND
Zscaler is a cloud‑security provider that runs a global Zero Trust Exchange platform, delivering secure connectivity for users, devices and applications while protecting customers from cyber threats and data loss. In Mohali, the IT Help Desk Senior Coordinator (advertised as an IT Helpdesk Engineer) works on the Global ServiceDesk team as the first line of technical support for Zscaler’s worldwide workforce. Daily responsibilities include monitoring and resolving ServiceNow tickets to meet MTTA/MTTR SLAs, handling identity lifecycle actions in Okta, Active Directory and ConductorOne, provisioning and de‑provisioning macOS and Windows laptops via Workspace ONE MDM, and verifying endpoint security controls such as ZCC, FileVault/BitLocker, CrowdStrike agents and OS patches. The role also involves creating SOPs and knowledge‑base articles, collaborating with L2 engineers on root‑cause analysis, supporting ServiceNow workflow automations and coordinating shift handovers across time zones. Ideal candidates have three to six years of enterprise helpdesk experience, strong familiarity with ServiceNow, identity‑governance tools and MDM solutions, a comfort with AI‑assisted troubleshooting utilities, and a security‑first, customer‑focused mindset suited to a fast‑paced, global support environment.
Zscaler (NASDAQ: ZS) accelerates digital transformation so customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange™️ platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Distributed across 160+ public exchanges globally and thousands of private exchanges at the edge, the SASE-based Zero Trust Exchange is the world’s largest in-line cloud security platform. We believe the future of work is Human + AI and are building an AI-native enterprise where human potential is amplified by machine intelligence to solve the world’s hardest security challenges. Driven by deep customer obsession, we are committed to the mission, outcome, and to each other. We bring these commitments to life through three core behaviors: ownership and collaboration, trust through outcomes and impact, and a challenge culture with ongoing feedback. Ready to make an impact at the company pioneering security transformation in the AI era? Join us at Zscaler. Role As an IT Helpdesk Engineer , you will serve as a primary technical resource on the Global ServiceDesk team, delivering end-user support and service excellence to Zscaler’s global workforce. Based in Mohali, you will handle daily incident triage, identity lifecycle tasks, device provisioning, and technical troubleshooting across Zscaler’s security ecosystem and enterprise SaaS stack. In this role, you will help maintain a secure, Zero Trust work environment while driving continuous operational efficiency and high CSAT. What You’ll Do (Role Expectations) Manage daily ServiceNow ticket queues to strictly adhere to MTTA/MTTR SLAs across incidents, providing Tier 1 support for workplace technology, VPN, and Gemini Enterprise Plus to drive high FCR and CSAT. Execute end-to-end provisioning, modification, offboarding, and asset recovery across core systems (Okta, Active Directory, Google Workspace, ConductorOne) and enterprise tools (Slack, M365, 1Password, YubiKey). Configure, stage, and deploy macOS and Windows laptops using Workspace ONE MDM alongside managing local hardware inventory, spares, and peripheral requests. Verify device security compliance during support interactions, ensuring active status for ZCC, FileVault/BitLocker encryption, CrowdStrike agents, and OS updates. Author SOPs and KB documentation, collaborate with L2 teams on root cause analysis for recurring issues, support ServiceNow workflow automations, and coordinate global shift handovers. Who You Are (Success Profile) Acts Like an Owner: Takes end-to-end accountability for assigned tickets, following up proactively with end-users until full resolution. Customer-Centric Problem Solver: Combines technical rigor with empathy, delivering clear and transparent communication to maintain high CSAT. Thrives in a Fast-Paced Environment: Adept at prioritizing urgent/VIP requests while managing active queue volume. Security & Compliance Minded: Instinctively applies Least Privilege principles and verifies Zero Trust endpoint posture on every support interaction. Continuous Learner: Eager to expand technical knowledge across cloud security, identity governance, and AI-driven support automation. What We’re Looking For (Minimum Qualifications) Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain, alongside familiarity with leveraging AI tools (e.g., Gemini, ChatGPT, AI ticket assistants) to accelerate troubleshooting and documentation. 3–6 years of experience in an IT Helpdesk, ServiceDesk, or Technical Support role within a global enterprise, featuring hands-on proficiency with ServiceNow (incident, service request, and queue management) or equivalent workflow tools. Working knowledge of Okta (MFA, SSPR, policy checks), Active Directory, and governance platforms like ConductorOne. Proficient in troubleshooting macOS and Windows 10/11, with exposure to Workspace ONE (AirWatch) or equivalent MDM solutions. Experience supporting Google Workspace (Gmail, Drive, Calendar), Microsoft 365, Zoom, and password managers (1Password), supported by a solid understanding of TCP/IP, DNS, DHCP, VPNs, Wi-Fi troubleshooting, and local network diagnostics. What Will Make You Stand Out (Preferred Qualifications) Demonstrate a proven ability to leverage AI technologies and workflows to drive measurable operational efficiency Familiarity with PowerShell, Bash, or ServiceNow hands on experience. Hands-on experience managing hardware security tokens (YubiKeys) and privileged account management. Proven track record of authoring impactful KB articles or driving ticket deflection initiatives. #LI-NT1 #LI-Hybrid At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, empha
| Role | IT Help Desk Senior Coordinator |
|---|---|
| Company | Zscaler |
| Location | Mohali, IND |
| Compensation | Not disclosed |
| Posted | 2026-09-28 |
| Deadline | Rolling |
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
0/4IT Help Desk Senior Coordinator at Zscaler: frequently asked questions
- What is the salary for this role?
- Zscaler has not stated compensation in the listing. Check the original posting or ask during the application process.
- Is the IT Help Desk Senior Coordinator position remote, hybrid or onsite?
- The listing gives Mohali, IND as the location and does not state a work mode.
- What is the application deadline?
- Zscaler has not listed a fixed deadline, so apply early in case the opening is filled.
- How do I apply for the IT Help Desk Senior Coordinator role?
- Use the Apply button on this page. It opens the original listing on job-boards.greenhouse.io, where you submit your application with the company.
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