Help Desk Specialist

hace 1 semana


Alajuela, Alajuela, Costa Rica Wipro Limited A tiempo completo
About Wipro Limited

Wipro Limited is a global information technology, consulting and business process services company.

About the Role

We 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.
Stakeholder Interaction

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.
Requirements

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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