Service Desk Administrator with Slovak

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Employer: Wipro Technologies
Domain:
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 16.05.2019
    Short company description

    In Romania, Wipro has development centers in Bucharest and Timisoara and is present since more than 10 years. Today, the company's facilities in Romania serve more than 30 clients in Europe, supported by over 1200 employees. Wipro's clients in Romania span across the retail and consumer goods, healthcare, manufacturing and telecom industries, among others.

    Requirements

    Desired Skills and Experience
    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

    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

    Other info

    Benefits :
    •Opportunity to work in a young and dynamic environment
    •Attractive benefits package
    •Lunch tickets