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 :
1 To 3
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, IndonesiaSenior analyst
Experience -
3 to 5
Key Skills -
Customer support,
Technical troubleshooting,
SLA adherence,
Query resolution,
Ticket management,
Incident documentation,
Problem diagnosis,
Client communication,
Email support,
Call handling,
Knowledge base usage,
Product support,
Product navigation assistance,
Escalation management,
Trend analysis,
Customer service,
Professional communication,
Record keeping,
Process compliance,
Multi-tasking,
Time management,
Attention to detail,
Learning agility,
Product training participation,
Self-learning,
Client relationship management,
Alternative solution offering,
Follow-up coordination,
Documentation skills.,
Fullstack Java Developer
Experience -
6 to 10
Key Skills -
Java,
J2EE,
REST APIs,
JSON,
Spring,
Spring Boot,
Spring Batch,
Vert.x,
JDBC,
JMS,
Angular,
React JS,
Node.js,
Material Design,
Kafka,
Redis,
NoSQL,
MySQL,
DB2,
Oracle,
SQL,
Object Oriented Programming (OOP),
Design Patterns,
Agile,
CI/CD,
Git,
Jenkins,
SonarQube,
JUnit,
SDLC,
Microservices,
Troubleshooting,
Analytical Skills,
Communication Skills,
Team Collaboration,
Analyst
Experience -
1 to 3
Service Desk Analyst
Experience -
1 to 3
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,