Wipro
Service Desk Analyst Associate (Voice Process)
- Eligibility
- Not stated
- Batch
- 2023–2026
- Experience
- Not stated
- Pay
- 35,000 - 60,000/month
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About this role
About the role: - Provide first-line technical support to end-users via voice and other channels - Troubleshoot hardware, software, and connectivity issues reported by customers - Document incidents in ticketing systems and track resolution progress - Escalate complex problems to senior support teams when needed - Follow standard operating procedures and maintain service level agreements What you'll work on: - Handling inbound support calls from a diverse user base - Diagnosing common IT issues including login problems, email configuration, and network connectivity - Guiding users through step-by-step solutions with clear communication - Maintaining accurate records of all interactions and resolutions - Participating in knowledge management and continuous improvement initiatives What we're looking for: - Strong verbal communication skills with the ability to explain technical concepts simply - Patience and problem-solving mindset when working with non-technical users - Basic understanding of IT fundamentals and common support tools - Ability to work in a structured shift-based environment - Willingness to learn and develop expertise in our support systems