Service Desk Analyst I – ITIL‑Driven Support & ServiceNow

Wipro Philippines Inc.

Quezon City

Presencial

PHP 300.000 - 540.000

Jornada completa

Hace 7 días

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Descripción de la vacante

Wipro Philippines Inc. is seeking a Service Desk Analyst to manage IT service tickets via phone, email, and chat.

The role involves creating, assigning, prioritizing, escalating, and closing tickets per SLA, with emphasis on resolving issues using KEDBs, Wikis, and SOPs/SOWs. You will support Office 365, VPN, Skype, Active Directory and MS Office, configuring and troubleshooting software and hardware across Windows and hardware devices, while delivering strong customer service and effective

Formación

0-5 years IT Service Desk experience.
Proficient in Windows operating systems.
Experience with ServiceNow ticketing system.
Strong communication skills.

Responsabilidades

Create, assign, categorize, prioritize, escalate, track, and close tickets per SLA.
Follow KEDBs and Wikis to resolve issues.
Follow SOPs/SOWs when resolving incidents.
Resolve IT issues via phone, email, and chat.
Configure and troubleshoot software and hardware.
Troubleshoot Office 365, VPN, Skype, Printer, Active Directory, and MS Office issues.
Use ServiceNow to log, track, and close tickets.
Troubleshoot Outlook within a network environment (permissions, calendar sharing, delegation).
Troubleshoot Microsoft Office with emphasis on Word, Excel and PowerPoint.