IT Service Desk Analyst L1 – Multichannel Support

Wipro; Plano (TX); On-site; USD 25,000 - 50,000; Full time

Benefits offered by this job

Medical and dental benefits

Disability insurance

Paid time off

Job summary

Wipro Limited in Plano, Texas is seeking a Service Desk Analyst L1 (Contract) to identify and diagnose issues, record queries, and provide solutions while supporting users across multiple channels including calls and chat. The role requires knowledge of Service Desk responsibilities and prior IT support experience in a global organization.

The position emphasizes delivering excellent customer service, escalating complex issues as needed and ensuring issues are resolved promptly.

Qualifications

• Experience as a Service Desk Analyst or IT Support role.
• Knowledge of Service Desk roles and responsibilities.
• Ability to deliver customer service through multiple channels (inbound/outbound calls, chat).

Responsibilities

• Identify and diagnose issues and problems.
• Categorize and record reported queries and provide solutions.
• Advise users on appropriate course of action.
• Monitor issues from start to resolution.
• Escalate unresolved problems to higher level support.
• Manage one or more customer service or service desk functions.
• Act as a point of contact to support users reporting issues or requesting information.

Skills

Service Desk

Customer service

Multi-channel support

IT Support

Global organization

Job description

Wipro Limited in Plano, Texas is seeking a Service Desk Analyst L1 (Contract) to identify and diagnose issues, record queries, and provide solutions while supporting users across multiple channels including calls and chat. The role requires knowledge of Service Desk responsibilities and prior IT support experience in a global organization.

The position emphasizes delivering excellent customer service, escalating complex issues as needed and ensuring issues are resolved promptly.