IT Service desk/Technical support

From 2 to 5 year(s) of experience
₹ 3.25-7 Lacs P.A.
Posted: 20 days agoJob Applicants: 73101+Job Views: 180515+

Job Description

We are hiring for IT Service Desk position.

Work Location: Pune

Experience: 2-8 Years

Qualification: Any technical background graduation.

Notice Period: Immediate Joiner

Salary - As per market standard.

Technical Skills: OS(Windows/MAC), MS Applications(O365), Servers, VPN, Active Directory, Networking, Etc.

Required: Excellent communication skills with good technical knowledge.

Candidate should have basic good knowledge of computer like VPN, troubleshooting, configuration, ticketing, installation, IP address, etc.

Interview Round-

1. Voice Assessment

2. Technical Round

3. HR Round

Please find Job Description for your reference.

To provide excellent customer service and high quality resolution to all customers as part of a 2nd Line Support team for all incidents and service requests in line with Service Centre objectives

Main responsibilities:

Provide first class, multi site support for all end user incidents and service requests relating to the business and IT environment, maintaining high levels of ownership throughout the incident lifecycle.

Undertake prioritization, analysis, diagnosis, resolution or reassignment of a wide range of incidents using the Knowledge Base, including computer and point of sale hardware, operating systems, applications and networks.

Maintain clear, accurate and timely information for every incident or service request to provide relevant data to the end user, other IT personnel or 3rd Parties and to enable effective triaging or request fulfilment

Responsible for supporting investigation and diagnosis of assigned problems for workarounds and/or root causes. Proposes solutions to problems and implements solutions if Change Management is not required

Own customer service on a call by call basis, taking end to end responsibility for all service requests

Ensure effective management of issues raised through calls, emails, self service and face to face and handle the resulting incidents or Service Requests, using agreed incident management and request fulfilment processes.

Understand and proactively operate the escalations procedures

Ensure effective management of incidents or service requests, using agreed incident management and request fulfilment processes and consistently meeting agreed SLA targets

Ensure compliance with quality management, risk management, security policies and procedures.

Monitor the status and progress of incidents and service requests

Lead Continual Service Improvement through identification and delivery of process improvements and problem prevention.

Adherence to policies and procedures, closure of open calls after resolution.

Major activities:

Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD

Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User.

Provides status and updates on tickets to authorized users

Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction.

Role:Technical Support - Voice / Blended

Salary: 3.25-7 Lacs P.A.

Industry:IT Services & Consulting

Department:Customer Success, Service & Operations

Role Category:Voice / Blended

Employment Type:Full Time, Permanent


UG:Any Graduate

Company Profile


Wipro Ltd (NYSE:WIT) is a global information technology, consulting and outsourcing company with 170,000+ workforce serving clients in 175+ cities across 6 continents.

Wipro helps customers do business better by leveraging our industry-wide experience, deep technology expertise, comprehensive portfolio of services and vertically aligned business model. Our 55+ dedicated emerging technologies €˜Centers of Excellence€™ enable us to harness the latest technology for delivering business capability to our clients.
Wipro is globally recognized for its innovative approach towards delivering business value and its commitment to sustainability. Wipro champions optimized utilization of natural resources, capital and talent. Today we are a trusted partner of choice for global businesses looking to €˜differentiate at the front€™ and €˜standardize at the core€™ through technology interventions.
In today€™s world, organizations will have to rapidly reengineer themselves and be more responsive to changing customer needs. Wipro is well positioned to be a partner and co-innovator to businesses in their transformation journey, identify new growth opportunities and facilitate their foray into new sectors and markets.

At Wipro, integrity is of utmost importance.

We receive a number of complaints from candidates who are offered employment at Wipro that require payment of cash deposit into specified bank accounts. These are fake job offers. All Wipro mails to candidates have a clear warning against payment of cash for securing jobs at Wipro. At Wipro, Integrity is of utmost importance and Wipro does not entertain payment of any kind from candidates for employment.
Company Info
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Contact Company:Wipro

Address:Sy No. 76P, 80P,,Wipro Limited,Sarjapur Road,Dodda, BANGALORE, Karnataka, India

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