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Service Desk Analyst

Service Desk Analyst

Wipro

5 - 10 years

1 - 4 Lacs

pune

Posted:13 hours ago| Platform:

Apply

Skills Required

helpdesk it services service management customer service dns matrix help desk account management operations ticketing active directory remote support onboarding service now maintenance

Work Mode

Work from Office

Job Type

Full Time

Job Description

About The Role
RoleService Desk Analyst L1 B1 (Male candidates only)
LocationClient location – Hinjewadi Phase 1, Pune. 24*5 with self-travel Job Responsibilities:

Provide assistance and support to users with L1 Type of queries/issues.

Provide single Point of Contact (SPOC) for assistance with IT Services under
scope.

Monitor and respond quickly and effectively to requests received through the
IT Helpdesk system.

Follow standard help desk procedures.

Log IT related (incidents, service requests, events) from users received
through phone, mail, or employee self- service.

Recording, tracking, and updating incident information in Service Now.

Respond to requests for technical assistance in person, via phone or
electronically.

Route service requests to the appropriate teams.

Assist with the onboarding and off boarding of employees.

General account management.

Identify and escalate incidents based on priority.

Mange user and computer properties on systems like SSO, MFA and AD.

Perform upgrade/maintenance of system and software applications.

Configure and provide end user support for desktops and laptops.

Configure network settings using DHCP, DNS and 3-party software.

Generate service management reports as mutually agreed from the ticketing
tool and publish.

The same to the respective stakeholder.

Verify/Assign incidents based on the priority matrix.

Document internal procedures and update knowledge articles accordingly.

Ensure incidents are resolved on time.

Be a champion to our customers.
Skills Required:

Diploma/bachelor’s degree in science or equivalent experience.

ExperienceMin 1.5 years

Working knowledge of fundamental operations of relevant software
background and others.

Knowledge of relevant call tracking applications.

Knowledge of Active Directory.

Should have good written and verbal communications skills.

Knowledge and experience of customer service practices.

Related experience and training

User support experience, including remote support.
Mandatory Skills:

TIS Service Desk .
Experience1-3 Years .

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