We’re seeking enthusiastic individuals to join our Service Desk Analyst team. As a Service Desk Analyst, you’ll be on the front lines, assisting end users with a variety of technical concerns. This is a critical role where you’ll manage, troubleshoot, and resolve IT incidents for our customers, ensuring a high level of customer satisfaction. Freshers and experienced candidates are welcome!
Key Responsibilities
- User Support. Provide assistance on system and application issues, responding to requests via phone, chat, email, and walk-ins.
- Incident Diagnosis. Analyze and prioritize reported incidents to provide prompt troubleshooting and resolution.
- Escalation Management. Identify and escalate tickets that need immediate action.
- Documentation. Accurately log all interactions and document resolution steps within the incident management tool.
- Problem Ownership. Take responsibility for user issues, ensuring timely and effective communication.
- Customer Service. Deliver exceptional service while adhering to service management principles.
- Shift Flexibility. Available for rotating shifts and weeks off in a 24x7 environment.
Skills and Qualifications
- Experience. 1+ year of experience in IT helpdesk (voice support) is required.
- Communication. Strong verbal and written communication skills are essential.
- Technical Proficiency
- Familiarity with Windows, Mac OS, VDI environments, and basic networking concepts like DHCP, DNS, TCP/IP, VPN.
- Hands-on experience with standard applications such as Outlook, MS Office Suite, O365, Zoom, and Jabber.
- Proficiency in Active Directory, MFA, and printer mapping.
- ITIL Knowledge. Understanding of ITIL framework and terminologies is beneficial.
- Problem Solving. Excellent troubleshooting skills and the ability to resolve IT issues efficiently.
- Organizational Skills. Strong organizational abilities to prioritize and manage multiple tasks.
- Customer Service Focus. Self-motivated with a passion for helping others.
- Learning Mindset. Commitment to ongoing technical skill development.
Why Join Us?
- Opportunity to work in a dynamic, fast-paced environment.
- Continuous skill development with exposure to the latest IT support tools and techniques.
- Competitive salary and benefits.
- Be part of a supportive, growth-oriented team at Wipro.
Additional Information
- Work Environment. 24x7, including rotating shifts, rotating weeks off, and holiday coverage as needed.
If you’re ready to make a meaningful impact and build a rewarding career in IT support, we’d love to meet you at our walk-in drive!