SERVICE DESK ANALYST L1 1
Employer · Wipro
Help desk technician
System administratorFull-timePécs
Wipro Limited is seeking a Service Desk Analyst L1 to act as a single point of contact for customer IT support. The role involves troubleshooting hardware and software issues, managing incidents, and ensuring high-degree customer service.
Tasks
- Act as a single point of contact for all modes of support such as phone calls, chat, web portal and emails from customers regarding their IT issues and queries
- Basic Active Directory knowledge: creating user accounts, reset passwords, create groups etc.
- 1st and 2nd line support - troubleshooting of IT problems (in-house software to hardware, such as Laptops, PCs and Printers, IPhone, Exchange & Active Directory)
- Provide basic troubleshooting and support for MS Office applications used
- Escalate unresolved calls to the appropriate support groups as per defined matrix and chase them until closure
- Take ownership of user IT issues and follow up the status of problems with respective work groups on behalf of the end user
- Communicate progress on Incidents and Service Requests in a timely manner back to the end user
- To maintain a high-degree of customer service for all support queries and adhere to all ITIL & ITSM principles
- Provide stats for the daily/weekly/monthly Service Desk report on call trends and other analysis
- Handling major incidents by coordinating with multiple teams
Requirements
- Hungarian language proficiency is required
- Excellent English communication skills (written and verbal) and telephone call handling etiquettes
- 2 to 4 years previous IT Service Desk experience required
- Incident Management experience
- Basic User & Security Group Active Directory administration
- Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and Office 2010
- Experience in using and troubleshooting Outlook
- Minimum Education: Graduate in Engineering or Science