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Service Desk Analyst - L2

Service Desk Analyst - L2

Wipro

1 - 3 years

2 - 5 Lacs

Pune

Posted:4 days ago| Platform:

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Skills Required

telephone skills customer service service desk ti troubleshooting service management itil framework presentation skills it service desk pc hardware microsoft teams technical support servicenow desktop active directory ticketing vpn onedrive itil

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role:
The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipros Service Desk objectives

IT Service Desk experience5yrs

Excellent troubleshooting skills (O365/VPN/Printer/Active Directory/MS-Office Packages etc.)

Understanding of Windows 10/11 operating system

Assisting with configuring/troubleshooting of Software and Hardware

Experience working with ServiceNow to log, track, resolve tickets

Experience in resolving IT issues via phone/email/chat/self-service portal or web

Excellent telephone etiquettes and customer service

Excellent troubleshooting skills

Knowledge of Microsoft based operating systems with emphasis on Windows 10/11

Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) / Multi Factor Authentication (MFA) / Multi Factor Authentication (MFA), Mobile & Tablets)

Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel, MS PowerPoint, MS Teams and MS OneDrive

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

Flexible to work in a 24 x 7 Environment due to English Language Support

Strong time management skills, a logical approach to problem-solving, and the ability to perform effectively under pressure

Continuous commitment to professional development

To provide 1st line technical support, answering support queries via phone, email, Chat and Web

To maintain a high degree of customer service for all support queries and adhere to all service management principles

To take ownership of user problems and be proactive when dealing with user issues

Logging / verifying customer details

Identifying the issue and categorizing / prioritize the incident

Creating a ticket in CRM tool like ServiceNow

Referring KB for workaround / resolution and attempting resolution

Strong interpersonal skills are a prerequisite.

Ability to work effectively in a dispersed team and individually.

Ticket re-assignment to L2/L1.5 if ticket unresolved by L1 (wherever applicable)

Ticket reassignment to Other Resolver groups if ticket unresolved by L1 (wherever applicable)

Routing / Chasing of tickets with other Resolver groups

Recording trend of calls and identifying outages proactively

Callbacks for customer not reachable cases & customer request

Identifying the trend of calls / tickets and highlighting it to L1.5 / Team Lead as applicable for outage confirmation

Creating child tickets and tagging them with Major ticket / problem ticket

Callback the user and confirm resolution (wherever applicable)

Trouble shooting issues related to Outlook email / MS office suite / WebEx /Jabber / Cisco AnyConnect VPN, Chrome / Safari, IE, Firefox etc. as per scope document and SOW

Deliver:
No.
Performance Parameter
Measure
1.Service Desk DeliveryAdherence to TAT, SLA as per SoWMinimal EscalationCustomer Experience2.PersonalAttendanceDocumentation etc.

Mandatory Skills:

TIS Service Desk.
Experience1-3 Years.

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Service Desk Analyst - L2