Service Desk Analyst with Technical Expertise
2 tygodni temu
About the Role
">The Wipro IT Support Specialist Role involves providing technical support to our customers, diagnosing and resolving complex technical issues, and escalating issues when necessary. As a key member of our team, you will be responsible for ensuring timely resolution of customer complaints and maintaining accurate documentation of issues and resolutions.
">About Our Organization
">Wipro Limited is a global information technology consulting and outsourcing company that provides a comprehensive range of services and solutions to its clients. With a presence in over 65 countries and a workforce of over 230,000 employees, we help our clients achieve their digital transformation goals.
">Responsibilities
">- ">
- Provide first and second-level technical support to customers via phone, email, and chat.">
- Diagnostics, troubleshooting, and resolving hardware, software, and network issues.">
- Escalate complex issues to higher-level support teams as needed.">
- Log, track, and manage tickets in the IT Service Management tool.">
- Maintain accurate documentation of issues and resolutions.">
- Act as the primary point of contact for end-users via phone, email, or chat.">
- Communicate clearly and professionally with users regarding issue status and resolution.">
- Educate customers on best practices and self-service solutions where applicable.">
Requirements
">- ">
- At least 6 months to 2 years of experience in a service desk or technical support role.">
- German language skills at a minimum B2 level.">
- English language skills at a minimum B2 level.">
- Strong troubleshooting skills in Windows, macOS, and Linux environments.">
- Knowledge of networking fundamentals, including DNS, DHCP, VPN, and TCP/IP.">
- Experience with Active Directory, Office 365, and remote desktop tools.">
- Familiarity with ITIL framework and ITSM tools such as ServiceNow, Jira, or Remedy.">
- Excellent verbal and written communication skills.">
- Strong customer service orientation and problem-solving mindset.">
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