We are Wipro (NYSE: WIT), a rapidly expanding and leading global Information Technology, Consulting and Business Process Services company with over 225,000 employees worldwide, servicing clients in 175+ cities and 69 countries across 6 continents. For more information, please visit www.wipro.com.
Position Overview
The Service Desk Support role is a crucial position within our IT department, responsible for providing technical support and assistance to end-users. The ideal candidate will possess excellent problem-solving skills, strong communication abilities, and a commitment to customer service.
Key Responsibilities
- Provide First-Level Support: Respond to user inquiries and issues via phone, email, or in-person, ensuring timely resolution of technical problems.
- Troubleshoot and Resolve Issues: Diagnose and resolve hardware, software, and network issues, escalating complex problems to higher-level support as necessary.
- Document Incidents: Maintain accurate records of user interactions, problem resolutions, and follow-up actions in the ticketing system.
- Install and Configure Software: Assist with the installation, configuration, and updates of software applications on user devices.
- Maintain Hardware: Perform routine maintenance and updates on computer systems, printers, and other hardware equipment.
- User Training: Provide guidance and training to users on best practices for using software and hardware efficiently and securely.
- Collaborate with IT Team: Work closely with other IT professionals to ensure seamless support operations and effective problem resolution.
- Monitor System Performance: Keep an eye on system performance and proactively address potential issues to minimize downtime.
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- Education: Associate or Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
- Experience: Previous experience in a service desk or technical support role is highly desirable.
- Technical Skills: Proficiency with Windows and Mac operating systems, Office 365, and common software applications. Understanding of basic network concepts and troubleshooting.
- Communication Skills: Excellent verbal and written communication skills with a strong focus on customer service.
- Problem-Solving Abilities: Strong analytical skills with the ability to diagnose and resolve technical issues effectively.
- Team Player: Ability to work collaboratively with a team while managing individual responsibilities.
- Time Management: Strong organizational skills with the ability to prioritize tasks and manage time effectively.
"Expected annual pay for this role ranges from $55,000 to $60000 . Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options."
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. Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group.
Service Desk Management