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Service Desk Admin L1 with English - Wipro Ltd.

Tip angajare: Permanenta
Tip job: Full-time
Nivel cariera: Liceu, Facultate, Entry-level (sub 3 ani experienta), Middle-level (peste 3 ani experienta)
Domenii de activitate: Serviciu clienti, IT Hardware, IT Software
Data anuntului: 05.07.2017
Expira la data: 04.08.2017
Nr. posturi disponibile: 1 post
Pot aplica: M si F (barbati si femei)
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Descriere companie:
Descriere job:
- 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
- Support 24/7
- Good communication (written & oral), presentation skills, quick learner, self-initiated, team player. 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) - 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).

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