Service Desk Analyst

• Company Wipro Limited
• No. of Openings 10+
• Salary Not Disclosed
• Work Type on-site

Job Description :

Role: Service Desk Analyst

Location: Dallas, Taxes

Job Description

• Answer user queries assist them with L1 troubleshooting .
• Able to Call & customer handling skill .
• Adherence to policies and procedures set by client .
• Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD.
• Asks End User all the relevant information concerning the call made or issue reported .
• Attempts to resolve the defined inquiries while on the telephone/chat to meet the agreed upon Service Level for First Call Resolution.
• Routes the enquiries to Resolver Groups as appropriate.
• Re-routes misdirected calls.
• Escalates tickets which have not been resolved by SD, in accordance with escalation procedures.
• Provides status and updates on tickets to authorized users.
• Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction.
• Makes recommendations for updates to the KB database.
• Answer Phone calls, Chat and Self-service tickets from end users and track status and progress to resolution
• Able to work 24/7 rotational Shifts.
• Must Have Skill like SAP & Active Directory Password reset.
• Experience in ServiceNow.
• Good to have ITIL knowledge