Vishal Joshi

Service Desk Analyst @Wipro

Hyderabad, IN

Assisting users via chat, web and virtual assistance tickets.• Working on ServiceNow Self Service tickets raised by users by actively investigating issues and solving problems in a timely manner• Troubleshoot various IT related issues (hardware, software, network, peripherals, VPN etc) and involved support groups for further assistance.• Assisted the user for the issue facing on different applications and tools such as MS Office, MS Teams, outlook, Password reset, Intune, SAP, MFA, Setting up the laptop for new joiners, All the network, hardware, VPN and internet issues etc.• Managing Team as a SME when responsibility assigned by the management.• Handle escalated tickets and communicate with various Resolver teams and vendors to provide resolution at earliest within SLA. • Handle team’s backlog tickets and resolve all pending tickets to meet the SLA requirements.• Assist team with queries and escalation tickets.• Monitor chats queues and web tickets flow and update reports by end of the day. • Train and monitor of new joiners.