Wipro || IT Service Desk Agent || 2023 ||Apply Now
Job Description:
Responsibilities:
- Opens, logs, prioritizes, assigns, and closes calls logged in IT SD
- Asks the customer end user for any relevant information about the call or problem reported by the customer end user
- Attempts to resolve the defined requests during the call to meet the agreed service level for first call resolution
- Routes requests to resolver groups as needed
- Redirects misdirected calls
- Escalates tickets that could not be resolved from SD in accordance with customer escalation procedures
- Notifies authorized users of ticket status and as well as updates
- Reopens ticket/creates new ticket for follow-up if user indicates request was not resolved to their satisfaction
- Lastly, Makes recommendations for updates to the KBI database.
Skill Set :
- Excellent oral and as well as written communication skills.
- Good analytical and problem solving skills.
- Good command of English (reading + writing + speaking) Equivalent verbal and written examination and as well as technical IT specific knowledge in both languages and English.
Role purpose:
Answer calls and Service Requests from end users and as well as track status and progress to resolution.
Main responsibilities:
Adherence to policies and procedures, closure of open calls after resolution.
About the Company:
- Wipro Ltd (NYSE:WIT) is a global information technology, consulting and outsourcing company with more than 170,000 employees serving customers in over 175 cities on 6 continents.
- Wipro helps clients do business better by leveraging our industry-wide experience, deep technology expertise, comprehensive services portfolio and as well as vertically aligned business model.
- Our more than 55 dedicated Centers of Excellence for emerging technologies enable us to harness the latest technologies to deliver business capabilities to our customers.
- Wipro is globally recognized for its innovative approach to creating business value and its commitment to sustainability.
- Wipro is committed to making the best use of natural resources, capital and talent.
- Today, we are a trusted partner of choice for global organizations that want to differentiate at the front end and standardize at the core through technology.
- In today’s world, organizations need to restructure quickly and respond better to changing customer needs.
- Wipro is well positioned to partner and as well as co-innovate with organizations on their transformation journey, identifying new growth opportunities and helping them enter new sectors and markets.
At Wipro, integrity is paramount.
