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Title:  Service Desk Analyst - L1

Requisition ID:  37291
City:  Manila
Country/Region:  PH
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

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Qualifications:

1. Educational Background.

o Bachelor’s degree in IT, Computer Science, or a related field (preferred).

o Relevant certifications based on service line expertise (listed below).

2. Experience o Agents: Minimum of 1 year in a technical support role or equivalent certification.

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Key Responsibilities:

• Willing to provide 24/7 support

• Expertise in troubleshooting, communication, and technical problem-solving.

• Monitor and respond to system-generated alerts from Microsoft Teams Rooms Pro Management Portal.

• Troubleshoot AV equipment issues in meeting rooms, including sound and video quality.

• Promote positive user experiences by delivering exceptional service and resolving issues promptly.

• Communicate changes, updates, and solutions effectively to users in their preferred language.

• Regularly check for updates and potential issues to ensure system reliability.

• Proactively maintain AV systems to minimize downtime and ensure readiness.

• Stay updated on the latest tools and practices relevant to assigned service lines.

• Share insights and best practices with team members.

• Ensure that resolutions are consistent with company standards

• Familiarity with Microsoft and non-Microsoft tools, software, and devices.

 

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▪ Security & Compliance: Internal - General Use Domain knowledge expertise related to device compliance and Windows update

▪ Mobile Support: Experience with setting up mobile devices for work related functions. Experience with Intune and authentication practices

▪ Network connectivity troubleshooting

I. Expertise in explaining and troubleshooting various network connection types (Home or Corporate).

II. Proficient in Virtual Private Networks (VPN) setup and troubleshooting.

▪ Messaging & Office Products

I. Skilled in troubleshooting email server issues, including setting up and verifying Outlook profiles and resolving send/receive errors.

II. Proficient in Outlook 2016 features (email, calendar, tasks) and integration with Office applications and Microsoft Teams.

III. Familiarity with non-Microsoft tools like macOS and ServiceNow for support and integration.

IV. Experienced in providing first-level support for internal applications affecting Outlook performance

. ▪ Operating Systems & Hardware

I. Troubleshooting HW issues remotely

▪ Internal Applications

I. Exposure to application environment with broader understanding of the domain/functional of cloud-based applications

▪ Communications & Conferencing

• Installation and Setup: Expertise in installing Microsoft Teams, setting up accounts, and troubleshooting installation issues.

• Navigation and Interface: Familiarity with Teams' interface, including navigating teams, channels, chats, and meetings.

• Chat and Collaboration: Proficient in Teams' chat functions, file sharing, and collaborative features.

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Reinvent your world.¿We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

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.

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