Service Desk Analyst

Stack

Responsibilities

• ▹Create, assign, categorize, prioritize, escalate, track and close service tickets per SLA
• ▹Follow KEDBs and wikis to resolve technical issues per defined SOPs/SOWs
• ▹Provide 1st line technical support via phone, email, chat and web
• ▹Take ownership of user problems and be proactive with user issues
• ▹Log and verify customer details
• ▹Identify and categorize/prioritize incidents
• ▹Create tickets in a CRM tool such as ServiceNow
• ▹Refer to KB articles for workaround or resolution
• ▹Reassign unresolved tickets to L2/L1.5 or other resolver groups
• ▹Route and chase tickets with other resolver groups
• ▹Record call/ticket trends and proactively identify outages
• ▹Call back customers who were unreachable or upon customer request
• ▹Create child tickets and tag them to problem tickets
• ▹Call customers back to confirm resolution
• ▹Troubleshoot Outlook, O365, MS Office, WebEx, Jabber, Cisco AnyConnect VPN and browsers per scope
• ▹Handle issues using remote tools
• ▹Recommend updates to the KB database

Requirements

• ▹1-5 years of IT Service Desk experience
• ▹Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS Office)
• ▹Understanding of Windows operating systems
• ▹Experience configuring/troubleshooting software and hardware
• ▹Experience with ServiceNow to log, track and close tickets
• ▹Experience resolving IT issues via phone/email/chat
• ▹Excellent telephone etiquette and customer service
• ▹Knowledge of Microsoft-based operating systems, including recent Windows versions
• ▹Experience using and troubleshooting Outlook in a network environment (permissions, calendar sharing, laptops/Macs/desktops, mobile, tablets)
• ▹Experience using and troubleshooting MS Word, Excel and PowerPoint
• ▹Basic understanding of PC hardware setup and configuration
• ▹Understanding of infrastructure management processes and the ITIL framework
• ▹English and Hungarian language skills

Soft skills

About the company

Wipro Limited (NYSE: WIT) is a leading technology services and consulting company that helps clients address complex digital transformation challenges. It has over 230,000 employees and business partners across 65 countries.