Service Desk Administrator with Slovak
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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.Cerinte
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
All SLA set parameters for Tickets and calls to be met
Knows to use Ticketing and Monitoring tool, concept of queues, creation ofticket, modification/updating tickets,assigning tickets to various resolvergroups,eliciting CSATs,Monitoring of alert logs, scheduled jobs, backup jobs.
Should be able to do carry out premilimary analysis of alerts/incidents andservice requests with assistance from seniors.
Should demostrate an effectiveusage of knowledge base in improving FCR and the response time.
Should be aware on the Service desk metrics (SLAs), tracking and reportingof the same.
Should have exposure in handling interactions with customer direct and score better CSATs.
Foreign languages skills:
Advanced Slovak language skills, both written and spoken
Other EU language skills, both written and spoken– also advanced level
•Opportunity to work in a young and dynamic environment
•Attractive benefits package
•Health inssurance and dental scheme
•Opportunity to develop and learn constantly
•Access to internal trainings (job related and soft skills trainings).