Skill Set :

1. Excellent communications skills (verbal and written)
2. Knowledge on ITIL Framework and Terminologies
3. Knowledge on Windows, Mac operating systems & VDI environments
4. Demonstrated problem solving capabilities
5. Adhere to established Service Levels Agreements and ensure to follow up on the ticket in a timely manner
6. Flexible and Open to working in a 24×7 environment with rotating shifts and rotating weeks off including holidays
7. Self-motivated achiever who gains satisfaction from providing excellent customer service
8. Awareness of basic networking concepts, DHCP, DNS, TCP/IP, VPN and technologies
9. Provide basic and intermediate level troubleshooting, as needed, to support service desk tickets for associates
10. Provide standard applications support for applications including but not limited to: Outlook email, MS suite, O365, Zoom, Jabber, VPN, Browsers, etc..
11. Excellent organizational skills
12. Continually develops and maintains technical skills to ensure high quality levels of technical support for end user

Job Description :

1. The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro’s Service Desk objectives
2. As a Support Analyst, you will be responsible for assisting end users on applications problems, system administration issues, or network concerns
3. Diagnose, prioritize, troubleshoot, and resolve IT incidents reported by the users via telephone, chat, email or walk-ins
4. Identify and escalate tickets requiring urgent attention and action
5. Log all contacts and document all the activities and results accurately and completely within the incident management tool
6. Deal with and resolve helpdesk requests