Subject Matter Expert(SME) - Service Desk
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
REQUIRED WORK EXPERIENCE:
At least 3-5 years of work experience in Retail Support.
Hands on experience in installing, troubleshooting and fixing desktops, printers, laptop and other computer peripherals hardware problems as well as desktop applications. Should have knowledge of the tools Airwatch (managing the iPod and MC40), Dude tool (managing the store network connectivity),
Managing the vendor portals – Mainstreet & Commworks for part replacement and tech dispatches respectively.
Basic knowledge of enterprise LAN and WAN setups and concepts.
Ability to perform smart hand activity under instruction based activities at sites.
Should have worked on any Retail Projects on the infrastructure.
Must have good knowledge of Retail Infrastructure.
Understanding of POS machines and it peripherals such as Scanner, Receipt Printer, Pole Display, Cash drawer and payment terminals.
Managing the basic troubleshooting of Raymark.
Ability to troubleshoot issues with systems and networks using good deductive reasoning skills. Platform support for MDM- mobile device management.
Managing iPods, MC40 devices.
End-to-End service delivery for client services
Meeting compliance of IT policies, standards, practices, and security measures, effective and consistent information process operations and to safeguard information resources.
Alignment with Delivery Center(s) in regular meetings to ensure the Retail Store Support service is provided according to SLAs (service level agreement).
Constant watch on SLA / KPI performance of entire team as well as individuals; coach people to improve service levels. Handle efficiently high workloads and volumes.
Proactive approach; anticipates issues and acts on them before they become show- stoppers, Interact with global customers
Handling Customer escalations and driving Weekly Status Reports (WSR).
Coordinates with onsite/offshore tower leads and technical leads for making sure that SLA are met Support senior management to drive efficiency and achieve critical targets (Cost optimization,
Resource optimization, Incident reduction, Quality etc.)
Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements.