Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

REQUIREMENTS:

• 0-2 years experience in a Service Desk / IT Support in a global organization.
• French on at least B2+ level
• English on at least B2 level
• Should have knowledge of customer services and managing phone calls/Chats with customers with min B2 and above language competency
• Basic knowledge of Active directory, Outlook, Win 10, 11, computer hardware & browsers.
• Should agree to work in Shifts as per business requirement.
• Should have good logical reasoning skills, Customer Service skills.
• Should be a team player & work collaboratively with onsite and offshore team
• University degree or high school degre
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• Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc.)
• Understanding of Windows 7 & 10 operating system
• Troubleshooting experience using remote control tools
• Experience working with ServiceNow to log, track, close tickets
• Excellent customer handling skills.
• Providing Technical support to customers on phone or chats to solve their technical problems reported.
• Resolving network or computer issues.
• Installing and configuring hardware and software.
• Speaking to customers to quickly get to the root of their problem.
• Discussion with Top caller for feedback
• Ticket Audit of Swedish line to find out the improvement areas.
• Following up with clients to ensure the problem is resolved.
• Review of KB articles.
• Accountable for compliance of all Service Desk Policies, Processes and Procedures
• Accountable for the delivery of Service Desk process and procedure
• Accountable to ensure allocation of resources for the required delivery of Service Desk
• Monitors ACD queues, email and web ticket queues to manage and allocates staff resources to ensure End User Response with SLA Guidelines
• Provide statistical analysis of reported Service Desk Activity metrics and perform trend analysis of process and function activities to make recommendations for Continuous Improvement items.
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