Service Desk Analyst - L2
Are you a tech-savvy problem solver with a passion for providing excellent customer service? Wipro is seeking a highly skilled Service Desk Analyst - L2 to join our team and support our clients in resolving technical issues and inquiries. As a Service Desk Analyst - L2, you will be responsible for providing advanced technical support and delivering exceptional service to our clients. If you have a strong understanding of IT systems and a knack for troubleshooting, we want to hear from you! Join us at Wipro and take your career to the next level.
- Provide advanced technical support to clients by resolving complex technical issues and inquiries promptly and efficiently.
- Utilize strong problem-solving skills to troubleshoot and diagnose technical issues, ensuring timely resolution and minimal downtime for clients.
- Respond to client inquiries and service requests in a professional and courteous manner, ensuring a positive customer experience.
- Maintain a high level of technical expertise and stay updated on the latest technology trends and advancements.
- Collaborate with team members and other departments to identify and implement solutions to recurring technical issues.
- Document all service desk interactions, including troubleshooting steps and resolutions, in a clear and concise manner.
- Follow established procedures and guidelines to ensure consistent and efficient service delivery.
- Act as a liaison between clients and other IT teams to escalate and resolve complex technical issues.
- Provide timely and accurate updates to clients on the status of their technical issue or service request.
- Continuously strive to improve service desk processes and procedures to enhance the overall customer experience.
Minimum Of 2 Years Experience In A Technical Support Or Service Desk Role, Preferably In A Level 2 (L2) Capacity.
Strong Knowledge And Understanding Of Itil Processes And Principles.
Proficiency In Troubleshooting And Resolving Technical Issues Related To Hardware, Software, And Network Systems.
Excellent Communication And Customer Service Skills, With The Ability To Effectively Communicate Technical Information To Non-Technical Users.
Relevant Certifications Such As Itil Foundation, Comptia A+, Or Microsoft Certified Solutions Associate (Mcsa) Are Preferred.
Documentation
Troubleshooting
Communication
Time Management
Multitasking
customer service
Active listening
Teamwork
Ticket management
Problem-Solving
Technical Knowledge
Incident Resolution
Communication
Emotional Intelligence
Leadership
Time management
Interpersonal Skills
creativity
Critical thinking
Teamwork
Adaptability
Problem-Solving
According to JobzMall, the average salary range for a Service Desk Analyst - L2 in Pune, Maharashtra 411005, India is between ₹3,00,000-₹4,50,000 per year. However, salaries may vary depending on the specific company, experience level, and skills of the individual.
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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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