Service Desk Analyst (TSR) | START ASAP!!!
Jobs and Careers at Wipro Philippines Inc.

Service Desk Analyst (TSR) | START ASAP!!!

Wipro Philippines Inc.
Local
1 month ago
Local
Jobs and Careers at Wipro Philippines Inc.
Wipro Philippines Inc. is hiring a
Posted 1 month ago
Apply before October 13, 2022

Job Description

Outline of Role:

·       Provide first and second line process and technical support to internal staff of a company.

·       working with applications/systems to undertake analysis, diagnosis and resolution of staff IT problems

·       provide support for basic incident resolution and requests reported

·       initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components

Responsibilities

·       Act as a single point of contact for phone calls ,emails ,chats and Self-service tickets from staff regarding IT issues and queries

·       Receiving, logging and managing calls from internal staff via telephone, email, chat, voice mail, self-service etc.

·       1st and 2nd line support – troubleshooting of IT related problems from in-house software to hardware

·       Escalate unresolved calls to the infrastructure support teams

·       Log all calls in the Service Desk ticketing tools such as ServiceNow,

·       Identifying the issue and categorizing / prioritizing the incident and service requests

·       Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner

·       To maintain a high degree of customer service for all support queries and adhere to all service management principles

·       Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)

·       Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.

·       Being compliant to all process and procedures

·       Understand the SLA/SLOs of the accounts and work accordingly to deliver service to customers.

Qualifications:

·       ITIL Foundation Certification is preferable but not essential

·       Technical knowledge on troubleshooting Windows/MAC OS and Office applications

·       Excellent Communication in respective native language ( Verbal & Written)

Requirements

·       Excellent communication skills and telephone manner.

·       Excellent organizational skills

·       1.5 years previous IT Service Desk and/or Call Centre experience required

·       Strong knowledge of Microsoft based operating systems, Microsoft Office applications and MAC Operating systems

·       Available to work in 24*7 rotational shifts

·       Excellent Communication in respective required language( Verbal & Written)

-Amenable to work on a shifting schedule

-Amenable to work onsite

How do you apply?

To learn more and apply, visit us at link or click the Apply Now Button below.

No Sign up Required :)

Jobs and Careers at Wipro Philippines Inc.
Wipro Philippines Inc.

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