Service Desk Analyst with Hungarian and English

Project DescriptionThe Service Desk Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW meeting FCRThe Service Desk Analyst should follow KEDBs, Wikis for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the incidents.Key Responsibilities:To provide 1st line technical support, answering support queries via phone, email, Chat and WebTo 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 / prioritizing the incidentCreating a ticket in CRM tool like ServiceNowReferring KB for workaround / resolution and attempting resolutionStrong interpersonal skills are a prerequisite.Ability to work effectively in a dispersed team and individually.Ticket re-assignment to L2/L1.5 if ticket unresolved by L1 (wherever applicable)Ticket reassignment to Other Resolver groups if ticket unresolved by L1 (wherever applicable)Routing / Chasing tickets with other Resolver groupsRecording trend of calls and identifying outages proactivelyCallbacks for customer not reachable cases & customer requestIdentifying the trend of calls / tickets and highlighting it to L1.5/ Team Lead as applicable for outage confirmationCreating child tickets and tagging them with problem ticketsCallback the user and confirm resolution (wherever applicable)Trouble shooting issues related to Outlook email / MS office suite / WebEx /Jabber/ Cisco AnyConnect VPN, Chrome / Safari, IE, Firefox etc. as per scope document and SOWHandling issues using Remote tools.Makes recommendations for updates to the KB database.Required Skills and Experience:IT Service Desk experience 1-5yrsExcellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc.)Understanding of Windows operating systemAssisting with configuring/troubleshooting of Software and HardwareExperience working with ServiceNow to log, track, close ticketsExperience in resolving IT issues via phone/email/chatExcellent telephone etiquettes and customer serviceExcellent troubleshooting skillsKnowledge of Microsoft based operating systems with emphasis on Windows XExperience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile & Tablets)Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.Basic understanding of PC hardware set-up and configuration.Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shiftsWillingness to work in 16x5 support environment – Voice SupportExcellent time management skills and ability to work under pressureContinuous commitment to professional developmentLanguage Requirements – English + HungarianThis position offers a chance to be part of a forward-thinking company that values innovation and a progressive approach to technology. Interested candidates are encouraged to apply and join the team where they can make a significant impact.Wipro is an advocate for positive change and conscious inclusion. As a global employer, we strive to create a diverse Wipro family by remaining committed to the development of our culture, diversity, equality, and inclusion in the workplace. All applicants welcome.