Walkin Drive _IT Service Desk Analyst L1

3 days ago

Pune, Maharashtra, India Wipro Full time ₹ 2,50,000 - ₹ 4,50,000 per year

Total Exp : 0-2yrs

Should have real time experience in Global Service Desk experience.

Role : SD Analyst.

Shifts : Rotational ( 5 days WFO )2 days week off

Location : Pune

Venue_ Plot No-31, phase 2, MIDC, Rajiv Gandhi Info Tech, Hinjewadi Park, Pune

Every Tuesday & Thursday starting from-10:00 am


Responsibilities:

  1. As a Support Analyst, you will be responsible for assisting end users on applications problems, system administration issues, or network concerns

  2. Diagnose, prioritize, troubleshoot, and resolve IT incidents reported by the users via telephone, chat, email or walk-ins

  3. Identify and escalate tickets requiring urgent attention and action

  4. Log all contacts and document all the activities and results accurately and completely within the incident management tool

  5. Deal with and resolve helpdesk requests

  6. Take ownership of user problems and resolve the problems on behalf of the user and communicate progress in a timely manner

  7. To maintain and fine-tune a high degree of customer service for all support queries and adhere to all service management principles

  8. Open to working in a 24x7 environment with rotating shifts and rotating weeks off

Requirements:

  1. 0-2 years of previous experience in IT helpdesk (Voice)

  2. Excellent communications skills (verbal and written)

  3. Knowledge on ITIL Framework and Terminologies

  4. Knowledge on Windows, Mac operating systems & VDI environments

  5. Demonstrated problem solving capabilities

  6. Adhere to established Service Levels Agreements and ensure to follow up on the ticket in a timely manner

  7. Flexible and Open to working in a 24x7 environment with rotating shifts and rotating weeks off including holidays

  8. Self-motivated achiever who gains satisfaction from providing excellent customer service

  9. Awareness of basic networking concepts, DHCP, DNS, TCP/IP, VPN and technologies

  10. Provide basic and intermediate level troubleshooting, as needed, to support service desk tickets for associates

  11. Provide standard applications support for applications including but not limited to: Outlook email, MS suite, O365, Zoom, Jabber, VPN, Browsers, etc..

  12. Excellent organizational skills

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