Service Desk Analyst - L1 | Can Start ASAP

Wipro Philippines Inc.; Cebu City; On-site; PHP 360,000 - 520,000; Full time

Job summary

Wipro Philippines Inc. is seeking a Service Desk Analyst to manage IT service tickets, resolve incidents, and provide timely updates. The role involves handling requests via phone, email and chat, troubleshooting O365, VPN, Skype, Active Directory and MS Office in a Windows environment.

The candidate should be able to work in shifts, follow SOPs/SOWs, and deliver high quality customer service while adhering to SLA metrics.

Qualifications

• IT Service Desk experience 1-5 years.
• Excellent troubleshooting skills in O365, VPN, Skype, Active Directory, MS-Office.
• Understanding of Windows OS and IT infrastructure basics.
• Experience using ServiceNow to log, track, and close tickets.
• Strong communication and customer service abilities.

Responsibilities

• Create, assign, categorize, prioritize, escalate, track, close and provide feedback on service tickets as per SLA.
• Follow KEDBs and Wikis for resolving technical issues.
• Adhere to SOPs/SOWs when resolving incidents.
• Resolve IT issues via phone, email and chat.
• Configure and troubleshoot software and hardware.
• Troubleshoot Outlook and MS Office applications within a network environment.
• Log and close tickets in ServiceNow.

Skills

Troubleshooting

Customer service

Communication

Team player

Shift ready

Tools

ServiceNow

O365

VPN

Active Directory

Microsoft Office

Outlook

Windows OS

Skype

Job description

About the role

The Service Desk Analyst will be responsible for Service ticket creation, assignment, categorization, prioritization, escalation, tracking, closure and feedback as per defined SLA in the SOW meeting FCR. The Service Desk Analyst should follow KEDBs, Wikis for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the incidents.

Key responsibilities

• Service ticket creation, assignment, categorization, prioritization, escalation, tracking, closure and feedback as per defined SLA




• Follow KEDBs and Wikis for resolving technical issues




• Follow defined processes (SOPs/SOWs) while attempting to resolve incidents




• Resolve IT issues via phone, email, and chat




• Configure and troubleshoot Software and Hardware




• Troubleshoot O365, VPN, Skype, Printer, Active Directory, and MS-Office




• Use ServiceNow to log, track, and close tickets




• Troubleshoot Outlook within a network environment (permissions, calendar sharing, delegation)




• Troubleshoot Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint




• Support Windows laptops, Mac books, Desktop, Multi-functional devices (MFD), Mobile and Tablets

About you

• IT Service Desk experience 1-5 years




• Excellent troubleshooting skills (O365, VPN, Skype, Printer, Active Directory, MS-Office)




• Understanding of Windows X operating system




• Experience working with ServiceNow to log, track, close tickets




• Experience in resolving IT issues via phone, email, chat




• Excellent telephone etiquettes and customer service




• Knowledge of Microsoft based operating systems with emphasis on Windows X




• Basic understanding of PC hardware set-up and configuration




• Good understanding of infrastructure management processes; Understanding of ITIL framework is needed




• Good communication (written and oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts