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    Service Desk Analyst Only 24h Left - Pune, India - Wipro

    Wipro
    Wipro Pune, India

    2 weeks ago

    Wipro background
    Upper Management / Consulting
    Description

    Job Title:
    Service Desk Analyst


    Location:
    Pune/Kolkata/Hyderabad/Coimbatore/Bangalore


    Mode of interview:
    Virtual/Walk-In


    Shift:
    rotational 24x7


    Description:

    • 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
    • The Service Desk Analyst should follow KEDBs, Wikis for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the incidents

    Key Skills Required:

    • IT Service Desk experience 05yrs
    • Excellent communication (written & oral), presentation skills, quick learner, selfinitiated, team player, open to work in shifts
    • 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
    • Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multifunctional devices (MFD) , Mobile & Tablets)
    • Willingness to work in 24 x 7 support environment including working on Weekends and Holidays.
    • Excellent time management skills and ability to work under pressure


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