Wipro Hiring for Service Desk Analyst at Puducherry Full Time

Outline of Role:

· Provide first and second line process and technical support to internal staff of a company.

· working with applications/systems to undertake analysis, diagnosis and resolution of staff IT problems

· provide support for basic incident resolution and requests reported

· initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components

Responsibilities

· Act as a single point of contact for phone calls ,emails ,chats and Self-service tickets from staff regarding IT issues and queries

· Receiving, logging and managing calls from internal staff via telephone, email, chat, voice mail, self-service etc.

· 1st and 2nd line support – troubleshooting of IT related problems from in-house software to hardware

· Escalate unresolved calls to the infrastructure support teams

· Log all calls in the Service Desk ticketing tools such as ServiceNow,

· Identifying the issue and categorizing / prioritizing the incident and service requests

· Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner

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

· Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)

· Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.

· Being compliant to all process and procedures

· Understand the SLA/SLOs of the accounts and work accordingly to deliver service to customers.

Qualifications:

· ITIL Foundation Certification is preferable but not essential

· Technical knowledge on troubleshooting Windows/MAC OS and Office applications

· Excellent Communication in respective native language ( Verbal & Written)

Requirements

· Excellent communication skills and telephone manner.

· Excellent organizational skills

· 1.5 years previous IT Service Desk and/or Call Centre experience required

· Strong knowledge of Microsoft based operating systems, Microsoft Office applications and MAC Operating systems

· Available to work in 24*7 rotational shifts

· Excellent Communication in respective required language( Verbal & Written)

Job Type: Full-time

Salary: ₹17,000.00 – ₹23,000.00 per month

Benefits:

• Flexible schedule
• Food allowance
• Health insurance

Schedule:

• Day shift
• Flexible shift
• Morning shift
• Night shift

Supplemental Pay:

• Commission pay
• Overtime pay
• Performance bonus
• Quarterly bonus
• Yearly bonus

Experience:

• total work: 1 year (Required)