Job Title Service Desk Analyst L1 City Pune State Province Maharashtra Posting Start Date 11 25 25 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 230 000 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 www wipro com Role - IT Service Desk desktop system support Rate 90K M Exp B1 Band 3 to 4 yrs Location Pune ODC Mandate Shift Timing - 24x7 Rotational shift rotational week offs Strong Commnication E xperience Qualifications Graduation mandatory Only SD Experienced candidates can apply Candidate should have excellent communication Positive Knowledge of Laptop Desktop troubleshooting Knowledge about VPN Windows OS O365 Active Directory Key Responsibilities As a Support Analyst you will be responsible for assisting end users on applications problems system administration issues or network concerns Diagnose prioritize troubleshoot and resolve IT incidents reported by the users via telephone chat email or walk-ins Identify and escalate tickets requiring urgent attention and action Log all contacts and document all the activities and results accurately and completely within the incident management tool Deal with and resolve helpdesk requests Take ownership of user problems and resolve the problems on behalf of the user and communicate progress in a timely manner To maintain and fine-tune a high degree of customer service for all support queries and adhere to all service management principles Open to working in a 24x7 environment with rotating shifts and rotating weeks off Skills Required Previous experience in IT helpdesk Voice Excellent communications skills verbal and written Knowledge on ITIL Framework and Terminologies Knowledge on Windows Mac operating systems VDI environments Demonstrated problem solving capabilities Adhere to established Service Levels Agreements and ensure to follow up on the ticket in a timely manner Flexible and Open to working in a 24x7 environment with rotating shifts and rotating weeks off including holidays Self-motivated achiever who gains satisfaction from providing excellent customer service Awareness of basic networking concepts DHCP DNS TCP IP VPN and technologies Provide basic and intermediate level troubleshooting as needed to support service desk tickets for associates Provide standard applications support for applications including but not limited to Outlook email MS suite O365 Zoom Jabber VPN Browsers etc Excellent organizational skills Continually develops and maintains technical skills to ensure high quality levels of technical support for end user Knowledge in Password Resets Account Lockouts Connectivity issues i e VPN etc Endpoint security issues Windows support Outlook email support Internet browser how to Chrome Explorer etc Virtual Desktop Collaboration Teams Webex Zoom etc Handling queries Incident management Processing service requests Initiate IMACs User account administration including password resets Knowledge management article updates Call escalation management Do 1 Be responsible for primary user support and customer service a Respond to queries from all calls portal emails chats from the client b Become familiar with each client and their respective applications processes c Learn fundamental operations of commonly-used software hardware and other equipment d Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software e Ensure that the scorecard is maintained as per SoW with respect to TAT SLA hits f Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework 2 Regular MIS resolution log management on queries raised a Record events and problems and their resolution in logs b Follow-up and update customer status and information c Pass on any feedback suggestions escalations by customers to the appropriate internal team d Identify and suggest improvements on processes procedures etc Deliver No Performance Parameter Measure 1 Service Desk Delivery Adherence to TAT SLA as per SoW Minimal Escalation Customer Experience 2 Personal Attendance Documentation etc Mandatory Skills TIS Service Desk 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

📌 Service Desk Analyst (Maharashtra)
🏢 Wipro
📍 Maharashtra