Service Desk Analyst - L1
Welcome to Wipro, a leading global information technology, consulting, and business process services company. We are currently seeking a dedicated and proactive Service Desk Analyst - L1 to join our dynamic and fast-paced team. In this role, you will be responsible for providing first-level technical support to our clients, ensuring prompt and effective resolution of IT issues. If you are passionate about delivering exceptional customer service, have a strong understanding of IT systems and possess excellent communication skills, we encourage you to apply for this exciting opportunity.
- Provide first-level technical support to clients for IT issues.
- Respond to incoming calls, emails, and chat requests in a timely and professional manner.
- Troubleshoot and diagnose technical issues using available resources and tools.
- Escalate complex issues to the appropriate team or level of support.
- Document all support activities and resolutions accurately and thoroughly.
- Ensure prompt and effective resolution of all IT issues to minimize downtime.
- Maintain a high level of customer satisfaction by delivering exceptional customer service.
- Continuously update knowledge and skills to support new and emerging technologies.
- Collaborate with team members to identify and implement process improvements.
- Communicate effectively with clients, colleagues, and stakeholders to provide updates and status of support requests.
- Adhere to company policies and procedures, including security and confidentiality guidelines.
- Participate in team meetings and training sessions to enhance skills and knowledge.
- Maintain a positive and professional attitude in all interactions.
- Represent Wipro in a positive and knowledgeable manner to clients.
- Continuously strive for excellence in service delivery to meet or exceed client expectations.
Excellent Communication Skills: A Service Desk Analyst Should Possess Strong Verbal And Written Communication Skills To Effectively Interact With End-Users And Troubleshoot Technical Issues.
Technical Knowledge: An L1 Service Desk Analyst Is Expected To Have A Solid Understanding Of Various Hardware And Software Systems, Operating Systems, And Network Infrastructure To Provide Efficient Technical Support To End-Users.
Customer Service Orientation: The Primary Role Of An L1 Service Desk Analyst Is To Provide Exceptional Customer Service To End-Users. This Requires A Strong Focus On Customer Satisfaction, Patience, And Empathy While Resolving Technical Issues.
Problem-Solving Skills: A Service Desk Analyst Must Possess Excellent Problem-Solving Skills To Identify And Troubleshoot Technical Issues Efficiently. They Should Also Have The Ability To Think Critically And Offer Creative Solutions To Address Complex Problems.
Team Player: As A Part Of The It Support Team, A Service Desk Analyst Must Be A Team Player And Collaborate Effectively With Other Team Members To Resolve Technical Issues. They Should Also Be Willing To Share Knowledge And Help Others In The Team When Needed.
Documentation
Troubleshooting
Communication
Time Management
Multitasking
customer service
Active listening
Teamwork
Ticket management
Problem-Solving
Technical Knowledge
Remote Support
Communication
Conflict Resolution
Leadership
Problem Solving
Time management
Interpersonal Skills
creativity
Critical thinking
Teamwork
Adaptability
According to JobzMall, the average salary range for a Service Desk Analyst - L1 in Quezon City, 1100 Metro Manila, Philippines is between PHP 20,000 to PHP 25,000 per month. However, this can vary depending on the company, experience level, and skills of the individual. Some companies may offer higher salaries for candidates with more experience or specialized skills in IT support.
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Wipro Ltd. is a global information technology, consulting and outsourcing company. The company develops and integrates solutions that enable clients to leverage Information Technology (IT) in achieving their business objectives at competitive costs. It operates through the Information Technology Services and Information Technology Products segments.
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