Role: Service Desk Analyst
Location: Client 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.
• Experience: Min 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.
Source: Wipro careers — Read the original posting and apply
This role is listed by the employer on its own careers site. Kaam Ki Khoj does not process applications for it.
Wipro is an employer in the IT/Computers - Software, Software Services sector with operations in India. This is a directory listing maintained by Kaam Ki Khoj so that candidates can find the organisation; it is not an official company page and Kaam K... Read More
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