Help Desk Specialist
hace 1 semana
Wipro Limited is a global information technology, consulting and business process services company.
About the RoleWe are seeking an exceptional Technical Support Associate to join our team. As a Technical Support Associate, you will be responsible for providing primary user support and customer service to our clients.
Key Responsibilities- Be responsible for primary user support and customer service;
- Learn fundamental operations of commonly-used software, hardware and other equipment;
- Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software;
- Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits;
- Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework;
- Regular MIS & resolution log management on queries raised;
- Record events and problems and their resolution in logs;
- Follow-up and update customer status and information;
- Pass on any feedback, suggestions, escalations by customers to the appropriate internal team;
- Identify and suggest improvements on processes, procedures etc.
You will interact with:
- Internal: Team Lead - Service Desk, Regular reporting & updates, Core Service Delivery Team- For adherence to SD SoW;
- External: Clients- Handle issues/ queries.
To be successful in this role, you should have:
- Process Excellence - Ability to follow the Service Desk standards and norms to produce consistent results, provide effective control and reduction of risk;
- Domain Knowledge - Knowledge of process/domain managed;
- Effective Communication;
- Detail Oriented;
- Change Agility;
- Client centricity;
- Execution Excellence;
- Passion for Results.
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