Role & responsibilities :

- 3.5yrs to 6 yrs in IT support, with direct end-user contact in large organizations.
- Strong customer focus and problem-solving skills.
- Knowledge of VMware, VDI lifecycle, Citrix apps, XenDesktop/XenApp.
- Expertise in MS 365 Products and Teams.
- Basic networking and domain controller understanding.
- Windows 10/11 troubleshooting, profile management.
- AZ900 certification (mandatory); A1900 fundamentals (preferred).
- Experience with remote access tools (VPN, Citrix Director, etc).
- Familiarity with ServiceNow and helpdesk ticketing systems.
- Robust documentation and incident/problem management skills.

Key Responsibilities
- Deliver advanced technical support with a focus on Microsoft Azure infrastructure,



networking, and security.
- Mentor L1/L2 support teams and guide them through complex issues.
- Lead process improvements and enhance service delivery.
- Own escalations and ensure timely resolution.
- Participate in service improvement calls and contribute to solutions.
- Define workarounds, initiate enhancements, and ensure KM compliance.
- Drive team performance aligned with SLA/KPI targets.

Preferred candidate profile Looking for candidates who can join us early imm to 30 days of notice.

📌 Hiring For Service Desk Analyst (Pune)
🏢 Wipro
📍 Pune