Wipro’s technology and IT consulting services enable enterprises to build innovative solutions for addressing the most complex digital transformation needs.

Wipro hiring fresher graduates with sound knowledge of ITIL on Windows, Mac operating systems & VDI environments for the role of Service Desk Analyst.

Job Designation : Service Desk Analyst

Qualification :   Bachelor’s degree

Experience : Freshers / 0-1 year

Skill Set :

1. Strong understanding of operating systems, software, and devices.
2. Sound Customer support skills.
3. Knowledgeable about the competency requirements.
4. Demonstrates (inparts) frequently with minimal support and guidance.
5. Basic Knowledge on ITIL on Windows, Mac operating systems & VDI environments.
6. Good analytical skills and an innovative mind.
7. Excellent verbal and written communication skills.
8. Good time management and organizational skills.
9. Flexible and Open to working in a 24×7 environment with rotating shifts and rotating weeks off.

Job Description :

The purpose of this role is to the first point of contact for theB2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro’s Service Desk objectives.

Be responsible for primary user support and customer service

1. Respond to queries from all calls, portal, emails, chats fromthe client
2. Become familiar with each client and their respective applications/ processes
3. Learn fundamental operations of commonly-used software, hardware and other equipment
4. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
5. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits
6. Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework.

Regular MIS & resolution log management on queries raised

1. Record events and problems and their resolution in logs
2. Follow-up and update customer status and information
3. Pass on any feedback, suggestions, escalations by customers tothe appropriate internal team
4. Identify and suggest improvements on processes, procedures etc.

Location : Bengaluru, Karnataka, India