Service Desk Analyst

**Service Desk Analyst**:Willing to work in 24x7 shiftsTo maintain a high degree of customer service for all support queries and adhere to all service management principles.To take ownership of user problems and be proactive when dealing with user issues.Logging / verifying customer detailsIdentifying the issue and categorizing / prioritize the incidentCreating a ticket in ITSM toolReferring KB for workaround / resolution and attempting resolutionTicket re-assignment to L2 if ticket unresolved by L1 (wherever applicable)Ticket reassignment to PRG's if ticket unresolved by L1 (wherever applicable)Recording trend of calls and identifying outages proactivelyCallbacks for customer not reachable cases & customer requestIdentifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage confirmationMandatory Skills: TIS Service Desk.Experience: 1-3 Years.Reinvent your world.We are building a modern Wipro.We are an end-to-end digital transformation partner with...