Service Desk Analyst with English

Everyday at Wipro Digital Operations and Platforms is challenging and thought-provoking. What is tested is your drive, enthusiasm and initiative. New ideas are appreciated and innovation is encouraged - if you have a suggestion and a plan to take it forward - you will get all the necessary support to transform it into action.

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Interdepartmental Relations :

Intradepartmental Relations

o Maintains a good relationship with Service Desk Team

• Interdepartmental Relations

o Maintains a good relationship with other departments (ex: Local IT, Security, HR, etc.)

Requirements:

• Student or University Graduate (Technical University Degree is an advantage)
• 2 years of related work experience, or an equivalent combination of education and experience
• Experience in the use of remote IT support tools
• Basic Knowledge on Active Directory / Exchange / RSA / VPN / Networking.
• Has worked with, and can troubleshoot, Microsoft desktop products
• Good knowledge of Microsoft Operating Systems local and remote administration
• Good knowledge of the Microsoft Office family applications (especially Outlook)
• Basic hardware troubleshooting
• Basic software support
• Fluency in English
• Very good communication skills
• Exceptional phone etiquette.
• Excellent customer service skills
• Flexibility and ability to work shifts

Certificates / Technical competencies

• MAC support experience
• Mobile device support
• IT certifications (MCP, A+, Cisco, Dell, HDI, etc.)
• Good knowledge of Microsoft Operating Systems local and remote administration
• Good knowledge of the Microsoft Office family applications

Behavioral competencies

• Planned and organized
• Experienced with client relationship.
• Very good communication and analysis skills.
• Problem solving oriented
• Logical thinking and able to take decisions

• Primary Objective:
o Process
• Provide our end users with multi-lingual level 1 support that will enable them to meet their business needs by providing professional, efficient, and timely IT support to our colleagues.
• Assume ownership of our end user’s IT issues and track those issues to resolution while providing appropriate updates to the end user.

Responsibilities:

• Respond to incoming questions/issues in a timely manner.
• Provide initial assistance and issue resolution for all supported hardware, software peripherals, and usability issues utilizing experience and an understanding of client`s IT environment and our businesses.
• Execute the activities associated with the identification, prioritization, and resolution of reported incidents / requests. Troubleshoot to determine source of problem (hardware, software, user access, network, etc.…).
• Document each ticket with a level of detail to enable other support teams to effectively pick up the issue when it is escalated
• Submit Requests and Incidents on behalf of our end users and coordinates with other IT areas to resolve problems as necessary.
• Track all end user contacts in the ticket tracking system, with all relevant end user and request information
• Follow Incident Management and Escalation policies and procedures. Escalate unresolved tickets appropriately to Level 2 support teams
• Participate in a supportive role by acting as a liaison between the end user and departments within the EA organization, to ensure that all reported system problems are resolved in an accurate and timely manner
• This position will provide basic technical support to our end users via several communication channels (phone, email, chat, web, other). This includes password resets, troubleshooting printer setup, basic diagnosing of software, and answering questions on business specific applications. The efficient use of remote control technology in the resolution of end user issues is critical. Those issues that the technician is unable to resolve will be escalated to the level 2 support teams.