Service Desk Analyst

at  Wipro Limited

JOB DESCRIPTION

• Proficient in English (Read + Write + Speak) and customer centric.
• Very strong in technical Knowledge.
• Strong knowledge on OS related issues and guide customer.
• Strong in Analyzing all Microsoft related issues and if required co-ordinate with vendor to resolve the issues.
• Strong in analyzing the H/W related issues.
• Strong knowledge in identifying the root cause of software issues.working experience on ITMS tools ( ServiceNow , Remedy etc)
• Strong Knowledge Mobile device and mobile OS knowledge.
• Should be able to identify the process improvements and advise L1 team.
• Should be able to share the knowledge.
• Strong troubleshooting skills all type IT devices related issues
• Knowledge on secured connections , VPN etc.
• Knowledge on Remote tools ( Bomgar , team viewer , Remote desktop connection etc.)
• Good knowledge on ITIL process.
• Adhering to the customer policies and process.
• Should be flexible for shift.
• The Service Desk Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW meeting FCR
• He / She should follow KEDBs, Wikis for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the incidents
• IT Service Desk experience
• Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc)
• Understanding of Windows 7 & 10 operating system
• Assisting with configuring/troubleshooting of Software and Hardware
• Experience working with ServiceNow to log, track, close tickets
• Experience in resolving IT issues via phone/email/chat
• Excellent telephone etiquettes and customer service
• Excellent troubleshooting skills
• Knowledge of Microsoft based operating systems with emphasis on Windows X
• Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile & Tablets)
• Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
• Basic understanding of PC hardware set-up and configuration.
• Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.
• Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts
• Willingness to work in 9 x 5 support environment including working on Weekends and Holidays.
• Excellent time management skills and ability to work under pressure
• Continuous commitment to professional development
  If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at helpdesk.recruitment@wipro.com. Do not email your resume to this ID as it is not monitored for resumes and career applications.
  Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com
  We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.
  Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity

Please refer the Job description for details