Saudi Arabia Job Openings
Wipro Limited
Service Desk Analyst
Riyadh
November 28, 2024
- Riyadh, Saudi Arabia
- Tech Hiring
- 3122634
Job Description
Job summary:
The Service Desk Analyst is responsible for providing first-line technical assistance to customers, relating to both company-supported and military specification computer applications and platforms. Response to queries runs diagnostic programs, isolates problems, and determines and implements solutions. Ensures that customers are satisfied with the response and that it meets their quality expectations.
Responsibilities:
- Provide phone, email, and help desk support for customers; on-call after hours support.
- Manage and monitor problem ticket trends.
- Analyze incidents and determine the level of support required. Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.
- Maintain and monitor incident records within the tracking system and provide assistance in their resolution when reviewing incident records.
- Provide notifications to responsible managers/account managers of high-priority problems, critical status changes, and client complaints.
- Document customer requests in the tracking system and record action taken and follow up on deferred actions.
- Provide notifications to responsible managers/account managers of high-priority problems, critical status changes, and client complaints. Provide notifications to responsible managers/account managers of high-priority problems, critical status changes, and client complaints.
- Analyze, resolve, track, escalate, and accurately document various technical problems.
- Keep management appropriately informed of progress and issues.
- Proactively identify areas for improvement in process and regularly assess documentation and reports for accuracy and improvement.
- Provide direct technical support to technical support staff in partner IT units.
- Follow standard operating procedures and guidelines about all work performed.
- Participate in regular team meetings and training sessions.
- Work with the Service Desk management to ensure smooth communication and escalation flow during major outages.
- Escalate Tier 3 problems to appropriate support groups through the incident-tracking system and according to the department problem resolutions process.
Requirements:
- Computer Engineering Graduate with minimum 5+ Yrs experience in the Service desk or Remote Technical support role
- Should have strong customer service, telephone skills, and analytical skills.
- Working knowledge in major desktop operating systems and major network operating systems.
- Strong troubleshooting skills.
- Ability to work under pressure.
- Experience with basic end-user administration, including network and general account maintenance.
- Good oral and written communication skills in Arabic & English
- Good knowledge on the ITIL process & ITIL certified will be preferred.
Service Desk Management
If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at helpdesk.recruitment@wipro.com. Do not email your resume to this ID as it is not monitored for resumes and career applications.
Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.
Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.
Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.
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