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Service Desk Analyst L1

Service Desk Analyst L1

Wipro

3 - 4 years

1 - 4 Lacs

pune

Posted:1 hour ago| Platform:

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Skills Required

workday integration tcp customer service ip dns networking it service desk helpdesk technical support service desk active directory ti vpn incident management desktop troubleshooting troubleshooting it helpdesk dhcp itil

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role - IT Service Desk (desktop/ system support)

Rate: 90K/M

Exp : B1 Band | 3 to 4 yrs

Location: Pune ODC (Mandate)

Shift Timing

- 24x7 , Rotational shift (rotational week offs)

"Strong Commnication"

E

xperience & Qualifications

Graduation mandatory
Only SD Experienced candidates can apply
.
Candidate should have excellent communication.
Good Knowledge of Laptop/Desktop troubleshooting.
Knowledge about VPN/ Windows OS/O365/Active Directory.

Key Responsibilities:

As a Support Analyst, you will be responsible for assisting end users on applications problems, system administration issues, or network concerns
Diagnose, prioritize, troubleshoot and resolve IT incidents reported by the users via telephone, chat, email or walk-ins
Identify and escalate tickets requiring urgent attention and action
Log all contacts and document all the activities and results accurately and completely within the incident management tool
Deal with and resolve helpdesk requests
Take ownership of user problems and resolve the problems on behalf of the user and communicate progress in a timely manner
To maintain and fine-tune a high degree of customer service for all support queries and adhere to all service management principles
Open to working in a 24x7 environment with rotating shifts and rotating weeks off

Skills Required

Previous experience in IT helpdesk (Voice)
Excellent communications skills (verbal and written)
Knowledge on ITIL Framework and Terminologies
Knowledge on Windows, Mac operating systems & VDI environments
Demonstrated problem solving capabilities
Adhere to established Service Levels Agreements and ensure to follow up on the ticket in a timely manner
Flexible and Open to working in a 24x7 environment with rotating shifts and rotating weeks off including holidays
Self-motivated achiever who gains satisfaction from providing excellent customer service
Awareness of basic networking concepts, DHCP, DNS, TCP/IP, VPN and technologies
Provide basic and intermediate level troubleshooting, as needed, to support service desk tickets for associates
Provide standard applications support for applications including but not limited to: Outlook email, MS suite, O365, Zoom, Jabber, VPN, Browsers, etc..
Excellent organizational skills
Continually develops and maintains technical skills to ensure high quality levels of technical support for end user
Knowledge in Password Resets, Account Lockouts,Connectivity issues (i.e., VPN, etc.), Endpoint security issues, Windows support, Outlook email support, Internet browser how to (Chrome, Explorer, etc.), Virtual Desktop, Collaboration (Teams, Webex, Zoom, etc.)
Handling queries, Incident management, Processing service requests, Initiate IMACs, User account administration, including password resets, Knowledge management article updates, Call escalation managementDo1. Be responsible for primary user support and customer servicea. Respond to queries from all calls, portal, emails, chats from the clientb. Become familiar with each client and their respective applications/ processesc. Learn fundamental operations of commonly-used software, hardware and other equipmentd. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking softwaree. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hitsf. Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework2. Regular MIS & resolution log management on queries raiseda. Record events and problems and their resolution in logsb. Follow-up and update customer status and informationc. Pass on any feedback, suggestions, escalations by customers to the appropriate internal teamd. Identify and suggest improvements on processes, procedures etcDeliverNoPerformance ParameterMeasure1Service Desk DeliveryAdherence to TAT, SLA as per SoW
Minimal Escalation
Customer Experience

2Personal
Attendance

Documentation etc

Mandatory Skills: TIS Service Desk .

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Service Desk Analyst L1

Experience & Salary

Skills Required

Work Mode

Job Type

Job Description

Role - IT Service Desk (desktop/ system support)

Rate: 90K/M

Exp : B1 Band | 3 to 4 yrs

Location: Pune ODC (Mandate)

Shift Timing

"Strong Commnication"

E

Only SD Experienced candidates can apply

Key Responsibilities:

Skills Required

More Jobs at Wipro

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Service Desk Analyst L1

Experience & Salary

Skills Required

Work Mode

Job Type

Job Description

Role - IT Service Desk (desktop/ system support)

Rate: 90K/M

Exp : B1 Band | 3 to 4 yrs

Location: Pune ODC (Mandate)

Shift Timing

"Strong Commnication"

E

Only SD Experienced candidates can apply

Key Responsibilities:

Skills Required

More Jobs at Wipro