Walk-in | Urgent Hiring For Service Desk

Wipro; Bengaluru; In loco; INR 420.000 - 600.000; Tempo pieno

Descrizione del lavoro

Wipro in Bengaluru is seeking a Support Analyst to assist end users with applications, system administration, and network issues. You will diagnose, prioritize, and resolve incidents, log activities, and provide timely updates while ensuring quality service.

The role requires 2+ years in IT helpdesk, strong communication, ITIL knowledge, and hands-on experience with Windows, Mac, and VDI environments. You must be comfortable with a 24x7 shift pattern and rotating weeks off.

Competenze

• 2+ years of IT helpdesk experience.
• Strong communication, verbal and written.
• Familiar with ITIL terminology and practices.
• Proficient in Windows and MacOS and VDI environments.
• Demonstrated problem solving capabilities.

Mansioni

• Diagnose, prioritize, troubleshoot, and resolve IT incidents via phone, chat, email or walk-ins.
• Identify and escalate tickets needing urgent attention.
• Log all contacts and document activities in the incident management tool.
• Handle and resolve helpdesk requests and communicate progress.
• Maintain high customer service and adhere to service principles.
• Be open to 24x7 environment with rotating shifts and weeks off.

Conoscenze

IT helpdesk

Communication skills

ITIL knowledge

Windows & Mac

Problem solving

SLA compliance

24x7 shifts

Networking basics

Troubleshooting

App support

Descrizione del lavoro

Role & responsibilities

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 elevate 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. 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..

Preferred candidate profile

Looking only for immediate joiners