Service Desk Admin L1 with English

Angajator: Wipro Ltd.
Domeniu:
  • Customer support - Client service
  • IT Hardware
  • IT Software
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • BUCURESTI
  • Actualizat la: 06.12.2016
    Scurta descriere a companiei

    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.

    Cerinte

    Profile:
    - Fluent communication skills in English
    - Previous Helpdesk (Voice Support) experience is to be preferred.
    - Excellent telephone manner.
    - Experience of using call logging software.
    - Knowledge of Microsoft based operating systems with emphasis on Windows X
    - Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
    - Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
    - Basic understanding of PC hardware set-up and configuration.
    - MCP certification would be desirable
    - Should have worked as a Customer Support Engineer / Technical Support Executive / System or Network Administrator & acquired hands-on experience in the above areas in large & complex setups
    - Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed
    - Good communication (written & oral), presentation skills, quick learner, self-initiated, team player.

    Responsabilitati

    Role and responsibilities:
    - To provide 1st line/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.
    - Logging / verifying customer details
    - Identifying the issue and categorizing / prioritize the incident
    - Creating a ticket in CRM tool
    - 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 re-assignment to L2 if ticket unresolved by L1 (where ever applicable)
    - Ticket reassignment to PRG's if ticket unresolved by L1 (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 L2 / TL as applicable for outage confirmation (where ever applicable)
    - Creating child tickets and tagging them with problem ticket
    - Callback the user and confirm resolution (where ever applicable)

    Alte informatii

    - 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).