Service Desk Analyst

Wipro Limited (NYSE: WIT, BSE: , NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs.We leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready, sustainable businesses.A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 250,000 dedicated employees serving clients across 66 countries.We deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.- A PROUD HISTORY OF OVER 75 YEARS- FY22 REVENUE 10.4 BN USD- WE ARE PRESENT IN 66 COUNTRIES- OVER 1,400 ACTIVE GLOBAL CLIENTS- Provide advanced technical support for hardware, software, and network issues, escalating to other teams when necessary.- Troubleshoot and resolve complex technical problems related to operating systems (Windows,), Azure AD, AD, Oracle CRM, Nexthink, Bomgar, Virtual Machines and VDI, Office Programs, Sailpoint, PBI, Citrix, SAP.- Manage and prioritize service desk tickets, ensuring timely resolution and adherence to service level agreements (SLAs).- Document all support activities, resolutions, and configurations in the service desk ticketing system (SNOW)- Install, configure, and maintain desktop systems, laptops, printers, and other peripherals.- Collaborate with other IT teams to resolve complex technical issues and implement solutions.- Develop and maintain technical documentation, including knowledge base articles and troubleshooting guides.- Manage user accounts and access permissions.Requierment**Preferred Skills**:- Fluid in English and French or English and Portuguese- Minimum of 3 years of experience in a Level 1.5 Service Desk or similar technical support role.- Experience with Active Directory, network protocols (TCP/IP, DNS, DHCP), and remote access tools.- Proficiency in troubleshooting hardware and software issues.- Excellent problem-solving and analytical skills.- Strong communication and interpersonal skills.- Ability to work independently and as part of a team.- Experience with service desk ticketing systems (e.g., ServiceNow, Jira Service Management).- Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional, ITIL) are a plus.**Wipro offers: Benefits above law, full payroll, constant training, and growth opportunity.****Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.****͏**:**Do**:- ** Be responsible for primary user support and customer service**- Learn fundamental operations of commonly-used software, hardware and other equipment- Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software- Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits- Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework- **Regular MIS & resolution log management on queries raised**- Record events and problems and their resolution in logs- Follow-up and update customer status and information- Pass on any feedback, suggestions, escalations by customers to the appropriate internal team- Identify and suggest improvements on processes, procedures etc.**͏**:**Deliver**:**No.****Performance Parameter****Measure**1.Service Desk DeliveryAdherence to TAT, SLA as per SoWMinimal EscalationCustomer Experience2.PersonalAttendanceDocumentation etc.**͏**:**͏**:Mandatory Skills: TIS Service Desk.Experience: 1-3 Years.Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.