Service Desk Analyst - L1

Coimbatore, Tamil Nadu
Permanent
Full-time

1 month ago

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.Job Description:Primary Skill: Fluent CommunicationSecondary Skill: Core Windows Technical KnowledgeSkillsEducation: Graduation MandatoryJob DescriptionRole1. As a Support Analyst, you will be responsible for assisting end users on applications problems, system administration issues, or network concerns2. Diagnose, prioritize, troubleshoot, and resolve IT incidents reported by the users via telephone, chat, email or walk-ins3. Identify and escalate tickets requiring urgent attention and action4. Log all contacts and document all the activities and results accurately and completely within the incident management tool5. Deal with and resolve helpdesk requests6. Take ownership of user problems and resolve the problems on behalf of the user and communicate progress in a timely manner7. To maintain and fine-tune a high degree of customer service for all support queries and adhere to all service management principles8. Open to working in a 24x7 environment with rotating shifts and rotating weeks off (night shifts included)͏Responsibility1. Be responsible for primary user support and customer servicea. Respond to queries from all calls, portal, emails, chats from the clientb. Become familiar with each client and their respective applications/ processesc. Learn fundamental operations of commonly-used software, hardware and other equipmentd. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking softwaree. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hitsf. Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework2. Regular MIS & resolution log management on queries raiseda. Record events and problems and their resolution in logsb. Follow-up and update customer status and informationc. Pass on any feedback, suggestions, escalations by customers to the appropriate internal teamd. Identify and suggest improvements on processes, procedures etc͏Deliver No Performance Parameter Measure
1 Service Desk Delivery

Adherence to TAT, SLA as per SoW
Minimal Escalation
Customer Experience

2 Personal

Attendance
Documentation etc

͏͏Mandatory Skills: TIS Service Desk .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.Apply nowStartPlease wait...Information at a GlanceGet Job AlertsReceive notifications when we have open roles and get other relevant career newsJoin UsExplore open roles that match your interests and skillsIf you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at . Do not email your resume to this ID as it is not monitored for resumes and career applications.Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at .We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

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