Service Desk Analyst

The Service Desk Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW meeting FCR

The Service Desk Analyst should follow KEDBs Wikis for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the incidents.

Key Responsibilities:

• To provide 1st line technical support answering support queries via phone email Chat and Web
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• To take ownership of user problems and be proactive when dealing with user issues.
• Logging / verifying customer details
• Identifying the issue and categorizing / prioritizing the incident
• Creating a ticket in CRM tool like ServiceNow
• Referring KB for workaround / resolution and attempting resolution
• Strong interpersonal skills are a prerequisite.
• Ability to work effectively in a dispersed team and individually.
• Ticket re-assignment to L2/L1.5 if ticket unresolved by L1 (wherever applicable)
• Ticket reassignment to Other Resolver groups if ticket unresolved by L1 (wherever applicable)
• Routing / Chasing tickets with other Resolver groups
• Recording trend of calls and identifying outages proactively
• Callbacks for customer not reachable cases & customer request
• Identifying the trend of calls / tickets and highlighting it to L1.5/ Team Lead as applicable for outage confirmation
• Creating child tickets and tagging them with problem tickets
• Callback the user and confirm resolution (wherever applicable)
• Trouble shooting issues related to Outlook email / MS office suite / WebEx /Jabber/ Cisco AnyConnect VPN Chrome / Safari IE Firefox etc. as per scope document and SOW
• Handling issues using Remote tools.
• Makes recommendations for updates to the KB database.

Required Skills and Experience:

• IT Service Desk experience 1-5yrs
• Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc.)
• Understanding of Windows operating system
• Assisting with configuring/troubleshooting of Software and Hardware
• Experience working with ServiceNow to log track close tickets
• Experience in resolving IT issues via phone/email/chat
• Excellent telephone etiquettes and customer service
• Excellent troubleshooting skills
• Knowledge of Microsoft based operating systems with emphasis on Windows X
• Experience with using and troubleshooting Outlook within a network environment (permissions calendar sharing delegation Windows laptop & Mac books Desktop Multi-functional devices (MFD) Mobile & Tablets)
• Experience with using and troubleshooting Microsoft Office with emphasis on MS Word MS Excel and MS PowerPoint.
• Basic understanding of PC hardware set-up and configuration.
• Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.
• Good communication (written & oral) presentation skills quick learner self-initiated team player open to work in shifts
• Willingness to work in 16x5 support environment Voice Support
• Excellent time management skills and ability to work under pressure
• Continuous commitment to professional development
• Language Requirements English Hungarian

This position offers a chance to be part of a forward-thinking company that values innovation and a progressive approach to technology. Interested candidates are encouraged to apply and join the team where they can make a significant impact.

Wipro is an advocate for positive change and conscious inclusion. As a global employer we strive to create a diverse Wipro family by remaining committed to the development of our culture diversity equality and inclusion in the workplace. All applicants welcome.