Wipro
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Wipro - Technical Support Specialist - IT Service Desk (1-5 yrs)
Location:
Chennai/Bangalore/Pune/Hyderabad
Description:
Technical Support Specialist :- IT Service Desk experience 1-5 years- Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc.)- Understanding of Windows X operating system- Assisting with configuring/troubleshooting of Software and Hardware- Experience working with ServiceNow to log, track, close tickets- Experience in resolving IT issues via phone/email/chat- Excellent telephone etiquettes and customer service- Excellent troubleshooting skills- Knowledge of Microsoft based operating systems with emphasis on Windows X- Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile & Tablets)- Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.- Basic understanding of PC hardware set-up and configuration.- Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.- Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts- Willingness to work in 9 x 5 support environment including working on Weekends and Holidays- Flexible to work in a 24 x 7 Environment due to English Language Support- Excellent time management skills and ability to work under pressure- Continuous commitment to professional developmentKey Accountabilities :- To provide 1st line technical support, answering support queries via phone, email, Chat and Web- To maintain a high degree of customer service for all support queries and adhere to all service management principles.- To take ownership of user problems and be proactive when dealing with user issues.- Logging / verifying customer details- Identifying the issue and categorizing / prioritize the incident- Creating a ticket in CRM tool like ServiceNow- Referring KB for workaround / resolution and attempting resolution- Strong interpersonal skills are a prerequisite.- Ability to work effectively in a dispersed team and individually.- Ticket re-assignment to L2/L1.5 if ticket unresolved by L1 (wherever applicable)- Ticket reassignment to Other Resolver groups if ticket unresolved by L1 (wherever applicable)- Routing / Chasing of tickets with other Resolver groups- Recording trend of calls and identifying outages proactively- Callbacks for customer not reachable cases & customer request- Identifying the trend of calls / tickets and highlighting it to L1.5 / Team Lead as applicable for outage confirmation- Creating child tickets and tagging them with problem ticket- Callback the user and confirm resolution (wherever applicable)- Troubleshooting issues related to Outlook email / MS office suite / WebEx /Jabber / Cisco AnyConnect VPN, Chrome / Safari, IE, Firefox etc. as per scope document and SOW- Handling issues using Remote tools.- Makes recommendations for updates to the KB database (ref:hirist.tech)
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More About this Listing: Wipro - Technical Support Specialist - IT Service Desk (1-5 yrs)
Wipro - Technical Support Specialist - IT Service Desk (1-5 yrs) is a Technology Support Worker, Technical Support Job at Wipro located in India. Find other listings like Wipro - Technical Support Specialist - IT Service Desk (1-5 yrs) by searching Oodle for Technology Support Worker, Technical Support Jobs.
Wipro - Technical Support Specialist - IT Service Desk (1-5 yrs) is a Technology Support Worker, Technical Support Job at Wipro located in India. Find other listings like Wipro - Technical Support Specialist - IT Service Desk (1-5 yrs) by searching Oodle for Technology Support Worker, Technical Support Jobs.