Service Desk Analyst

Title: Service Desk Analyst
Location: San Antonio, TX
Duration: Fulltime job opportunity

Job Description:
IT Service Desk experience 0-5yrs

Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc.)

Understanding of Windows 7 & 10 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[1]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 24x7 support environment.

Excellent time management skills and ability to work under pressure

Continuous commitment to professional development

Key Accountabilities:

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 / prioritize 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) Internal to Wipro

Ticket reassignment to Other Resolver groups if ticket unresolved by L1 (wherever applicable)

Routing / Chasing of 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 ticket

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