Service Desk Analyst
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Job Description
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.
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.
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