Service Desk Analyst with Spanish

Employer: Wipro Technologies
Domain:
  • Customer Support - Client Service
  • IT Software
  • Telecommunication
  • Job type: full-time
    Job level: 0 - 1 years of experience
    Location:
  • BUCHAREST
  • Updated at: 11.12.2019
    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

    LEVEL OF STUDIES:
    University degrees or university student in the last year

    REQUIRED PROFESSIONAL EXPERIENCE:
    Professional certificate in Windows operating systems and networking
    Knowledge of the following foreign languages:
    English advanced (writing, reading, using conversational language)
    The second language (Spanish) advanced (writing, reading, using conversational language)

    JOB COMPETENCIES:
    Knowledge of ITIL Processes
    Good interpersonal and communication skills
    Orientation of clients services and the capacity to work in a team
    Excellent skills for Soft & working keyboard
    Communication skills (Verbal & Written) to treat general clients
    Solving of problems that are sensitive to clients, rapidly and in time.
    Capacity to work in inadequate situations.

    ABILITIES:
    Knowledge of ITIL Service Delivery (procedure concerning to incidents, problems and administration of changes
    Troubleshooting skills and experience in solving LU, reset PWD and transmitting messages
    Troubleshooting skills and applications shrink-wrapped (MS office, Adobe etc.)
    Capacity of synthesis
    Preferably knowledge of MAC devices
    Troubleshooting skills for VPN connectivity, dial-out, wireless routers
    Register with knowledge of active addresses, controllers etc.
    Exposure of instruments of password resetting
    Previous experience in technical support shall be preferred.
    Previous experience in IT support in Corporate environment and/or other functions of great sensitivity referring to clients

    REQUIRED WORK EXPERIENCE:
    + 6 months of experience in labour
    Previous experience to a position of relations with customers is a requirement of the job.
    Previous experience in technical support constitutes an advantage.

    Responsibilities

    JOB OBJECTIVES:
    Offering the technical support by phone or email making the proof of professionalism in the relationship with clients.

    TASKS, ATTRIBUTIONS, ACTIVITIES:
    Management of tickets (working orders) according to the performance indicators and SLA (Service Level Agreement) established at a process level: Responsible for the creation of work tickets/allocation /division on categories/ prioritization/monitoring/escalation/conclusion and obtaining of the feedback.
    Managing phone calls received from the customer by the application of the rules and specific provisions communicated to process level
    Solving the problems of a technical nature and following steps/stages for dealing with specific incidents reported at the level of process; compliance with all parameters and in compliance with the specifications communicated

    Incident Management/ management of incidents occurring:
    Preparing MIS incident in accordance with the requirements
    Redistributing tickets which have not been resolved (where applicable)
    Routing/ tracking tickets allocated in the system or with other PRG
    Proactive action with a view to effective management of queue (Remedy Queue Management)

    Management/ management of matters:
    Identification of the general trend manifested at the level of calls/ tickets and communication of the results by immediate superior for better management of the activity on the project level
    Creating additional tickets/ for problems simpler and connecting them to initial tickets (which describe general problem)
    Monitoring to solve cases and updating customer information
    Contacting the user in order to confirm that the difficulties encountered were solved (where applicable)
    Adherence to the quality standards must be made known to the process level

    BENEFITS:
    Opportunity to work in a young and dynamic environment;
    Attractive benefits package
    Lunch tickets
    Fitness deduction
    Transportation deducted
    Health insurance and dental scheme
    Opportunity to develop and learn constantly
    Access to internal training (job related and soft skills training)

    Other info

    Company Details

    Wipro Technologies is a trendsetter and leader in the outsourcing space.
    We invite passionate, energetic, creative and focused individuals who want to be a part of our growth story!
    Wipro Technologies is the best option you can find to develop your expertise in the industry. You will get immense opportunities to learn from our focused approach towards delivering long-term benefits and measurable value to our customers.