Service Desk Analyst

Wipro Limited (NYSE: WIT BSE: 507685 NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting design engineering and operations we help clients realize their boldest ambitions and build future-ready sustainable businesses. With over 230000 employees and business partners across 65 countries we deliver on the promise of helping our customers colleagues and communities thrive in an ever-changing world. For additional information visit us at .

Job Description

Working Hours:

• Daytime shift working hours: 8:0017:00 9:0018:00 10:0019:00 11:0020:00 including 1 hour break
  (One of them will be assigned to you but shift working hours would be changed regularly.)
• Fixed Saturday & Sunday Off No work during Public Holidays

Responsibilities:

• Handle calls emails & Web tickets (daily)
• Address technical queries and fix or log them appropriately accurately
• Escalate queries when required to appropriate personnel
• Identify trend of calls / tickets and highlight it to Incident Manager (IM)/L1.5 TL SDM as appropriate (Outage confirmation)
• Log tickets in Service Now (SNOW) as per policies assigned according to the policies & procedures
• Ensure Follow up mechanism is in place targeting customers issue resolution in an optimized manner enhancing Customer Delight
• Ensure consistent productivity and quality of service
• Meet SLAs and individual KPIs
• Assist Operation Support System (OSS) with problem determination & handle any Severity 1 & 2s appropriately
• Should manifest flexibility to support operational requirements
• Maintain highest level of ethical work standards and be compliant with Organization & Project policies & procedures
• Shift timing is 9 hours which includes one hour break

Key Experiences And Skills Required:

12 years of overall experience in IT troubleshooting IT helpdesk or service desk

Mandatory Skills: TIS Service Desk.

Experience: 1-3 Years.

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them we need people inspired by reinvention. Of yourself your career and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

Required Experience:

IC

Employment Type : Full Time
Experience: years
Vacancy: 1