Service Desk Admin L0/ L1 with German

Employer: Wipro Ltd.
Domain:
  • Customer Support - Client Service
  • IT Hardware
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 08.12.2016
    Short company description

    Everyday at Wipro Ltd. 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.

    Requirements

    Profile
    - Fluent communication skills in English and one of the following: German
    - Previous Helpdesk (Voice Support) experience preferred.
    - Experience of using call logging software
    - Strong knowledge of Microsoft based operating systems with emphasis on Windows X
    - Good Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
    - Good Experience in troubleshooting Microsoft Office with emphasis on MS Word, MS Excel MS PowerPoint and Outlook.
    - Basic understanding of PC hardware set-up and configuration.
    - MCP/MCSE/CCNA certification would be desirable. But not mandatory
    - Should have worked as a Customer Support Engineer / Technical Support Executive / System or Network Engineer & acquired hands-on experience in the above areas in large & complex set ups
    - Should have good understanding of infrastructure management processes; good understanding of process framework like ITIL is needed
    - Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, willing to travel, open to work in shifts
    Foreign languages skills:
    Advanced English language skills, both written and spoken
    Advanced German language skills, both written and spoken

    Responsibilities

    - To provide 1st & 2nd line technical support; answering support queries via phone, email, Chat and Web
    - To 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.
    - Identifying the issue and categorizing / prioritize the incident
    - Referring KB for workaround / resolution and attempting resolution
    - Strong interpersonal skills are a prerequisite.
    - Ability to work effectively in a dispersed team and individually.
    - Ticket reassignment to PRG's if ticket unresolved by L1/L2 (where ever applicable)
    - Routing / Chasing of tickets with other PRG's
    - Recording trend of calls and identifying outages proactively
    - Callbacks for customer not reachable cases & customer request
    - Identifying the trend of calls / tickets and highlighting it to TL/SDM as applicable for outage confirmation
    - Creating child tickets and tagging them with problem ticket
    - Callback the user and confirm resolution (where ever applicable)
    - Conduct Audits and Mentor L1 Team Members
    - Ability to prepare the MIS Reports.
    - Experience in handling Client Escalations and Client interfacing.
    - Drive Quality Initiatives and process excellence.
    - Recording/Updating the outage / bulletin message in Remedy / ACD based on the status update received by the PRG
    - 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

    Other info

    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 training(job related and soft skills training)