Service Desk Admin with Portuguese/German/ French&Italian/ Spanish&Italian

Everyday at Wipro Digital Operations and Platforms is challenging and thought-provoking. What is tested is your drive, enthusiasm and initiative. New ideas are appreciated and innovation is encouraged - if you have a suggestion and a plan to take it forward - you will get all the necessary support to transform it into action.

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Desired Skills and Experience

• Knows to use Ticketing and Monitoring tool, concept of queues, creation off ticket,
modification/updating tickets, assigning tickets to various resolver groups, eliciting
CSATs, Monitoring of alert logs, scheduled jobs, backup jobs.
• Should be able to do carry out preliminary analysis of alerts/incidents and service
requests with assistance from seniors.
• Should demonstrate an effective usage of knowledge base in improving FCR and the
response time.
• Should be aware on the Service desk metrics (SLAs), tracking and reporting of the
same.
• Should have exposure in handling interactions with customer direct and score
better CSATs.
Foreign languages skills:
- Advanced English language skills, both written and spoken and
- Fluent communication skills in Portuguese (Brazilian)/ German/ in both French and Italian/ Italian and Spanish

Role and responsibilities:

• Prime responsibility to take incoming calls or handle email/ web tickets
• Verifying the issue and categorization / prioritization of the incident
• Verifying the ticket type selected by the L1 while creating the ticket
• Referring KB for workaround / resolution and attempting resolution
• Ticket re-assignment to PRG's if ticket unresolved by L2 (where ever applicable)
• Correct Routing of tickets with other PRG's
• Recording trend of calls and identifying outages proactively
• Callbacks for customer not reachable cases / customer request and unresolved issues
• Recording outage / bulletin message in Remedy / ACD
• Updating the outage / bulletin message in Remedy / ACD based on the status update received by the PRG
• Tracking resolution and updating KB
• Callback the user and confirm resolution (where ever applicable)
• Undergoing mandated process training as defined by the project
• Create internal knowledge base / White papers
• Proactive Remedy Queue Management
• Training the L1 team on the process / top issues
• Responsible to meet their objectives defined by the project
• Being compliant to all process and procedures
• Time and Leave Management
• Ensure 100 % adherence of all process / procedures
• Ensure zero % unapproved leaves
• Responsible to complete 8.30 hrs at work with 1 hr beak
• Ensure no backlog
• Break Adherence
• All SLA set parameters for Tickets and calls to be met

Benefits :
•Opportunity to work in a young and dynamic environment
•Attractive benefits package
•Lunch tickets
•Fitness deduction
•Health insurance and dental scheme
•Opportunity to develop and learn constantly
•Access to internal trainings (job related and soft skills trainings).