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Wipro Vacancy Details:
Job Location : Kolkata
Job Title – Service Desk Analyst.
Experience: 1-3 year
Qualification: Any Graduate
Salary: Not Disclosed
Openings:20
Job Description
Shifts – Rotational (One way Cabs will be provided )
Profile Requirement –
- Should be comfortable working from office in Rotational Shift Timings (5 days WFO,2 days rotational off )
- Should have excellent Communication Skills (English)
- Should have good Technical Knowledge.
- Any Grad can apply (Technical Grads are preferred)
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
Requirements:
1. 1-5 years of previous experience in IT helpdesk
2. Excellent communications skills (verbal and written)
3. Knowledge on ITIL Framework and Terminologies
4. Knowledge on Windows, Mac operating systems & VDI environments
5. Demonstrated problem solving capabilities
6. Adhere to established Service Levels Agreements and ensure to follow up on the ticket in a timely manner
7. Flexible and Open to working in a 24×7 environment with rotating shifts and rotating weeks off including holidays
8. Self-motivated achiever who gains satisfaction from providing excellent customer service
9. Awareness of basic networking concepts, DHCP, DNS, TCP/IP, VPN and technologies/Active Directory/BSOD/VDI /OS365
10. Provide basic and intermediate level troubleshooting, as needed, to support service desk tickets for associates
11. Provide standard applications support for applications including but not limited to: Outlook email, MS suite, O365, Zoom, Jabber, VPN, Browsers, etc..
