Service Desk Analyst
KeySkills
-
User Support,
Customer Service,
Incident Management,
Ticket Logging,
Service Desk Operations,
SLA & TAT Management,
Troubleshooting Skills,
Email & Chat Support,
Call Handling,
Technical Support,
Software & Hardware Basics,
ITIL Knowledge,
Problem Resolution,
Escalation Management,
Communication Skills,
Client Application Familiarity,
Process Documentation,
MIS Reporting,
Resolution Log Management,
Feedback Handling,
Process Improvement,
Tracking Tools Usage,
Multitasking Ability,
Time Management,
Job Description
Job Description
The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro ΓΆΒ?Β?s Service Desk objectives͏
Do
1. Be responsible for primary user support and customer service
- Respond to queries from all calls, portal, emails, chats from the client
- Become familiar with each client and their respective applications/ processes
- 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
2. 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
Job Details
Experience :
0 To 2
Number Of
Vacancies :
10
Job Type :
Permanent
Industry Type : IT/Software
Salary
:
2 Lac - 4 Lac
P.A
Education Summary
UG :
Any UG Degree
PG :
Any PG Degree
Contact Details
Contact
Person :
NA
Contact
Number :
4439523952
e-mailId :
helpdesk.recruitment@wipro.com
Address :
Wipro LimitedTP -3, Central Avenue,Mahindra World City,SEZ, Chengalpet.
Office Location
Central Jakarta No 1234, Jakarta, IndonesiaDeveloper
Experience -
0 to 2
Key Skills -
Software Development Life Cycle (SDLC),
Requirement Analysis & Feasibility Study,
Root Cause Analysis & Problem Solving,
Coding,
Debugging & Performance Optimization,
Software Testing & Quality Assurance,
System Design & Architecture,
Client Requirement Gathering & Documentation,
Process Automation & Validation,
Programming & Scripting (as per tech stack),
Version Control & Code Management,
Technical Documentation & Reporting,
Collaboration with Cross-functional Teams,
Customer Interaction & Feedback Handling,
Continuous Learning & Process Improvement,
Service Desk Analyst
Experience -
0 to 2
Key Skills -
User Support,
Customer Service,
Incident Management,
Ticket Logging,
Service Desk Operations,
SLA & TAT Management,
Troubleshooting Skills,
Email & Chat Support,
Call Handling,
Technical Support,
Software & Hardware Basics,
ITIL Knowledge,
Problem Resolution,
Escalation Management,
Communication Skills,
Client Application Familiarity,
Process Documentation,
MIS Reporting,
Resolution Log Management,
Feedback Handling,
Process Improvement,
Tracking Tools Usage,
Multitasking Ability,
Time Management,
Apriso Developer
Experience -
4 to 6
Key Skills -
Apriso,
DELMIA Apriso,
MES,
Manufacturing Domain,
Apriso Production,
Apriso Quality,
Apriso Warehouse,
Apriso Maintenance,
Apriso Time and Labor,
Process Builder,
Machine Integrator,
Business Integrator,
Apriso Dashboard,
MPI,
JavaScript,
C# Script,
SQL Server,
Oracle,
CSS,
HTML,
AJAX,
jQuery,
JSON,
MES Implementation,
ERP Integration,
OPC Integration,
GPM Deployment,
Release Management,
Source Control,
Versioning,
SDLC Methodologies,
Technical Design,
System Integration,
Interface Development,
Workflow Automation,
Real-time Data Visibility,
Testing (System and Integration),
Technical Support,
Team Management,
Manufacturing Operations Optimization.,