Service Desk Analyst- German+Polish

at  Wipro Limited

REQUIREMENTS:

• 0-2 years experience in a Service Desk / IT Support in a global organization.
• 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.

• To provide 1st line technical support, answering support queries via phone, email, Chat and Web in specific languages and English.
• Analysts will use Cloud Telephony channel with dual Citrix setup for required client environment access.
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Analysts will support both calls and chats within their standard working hours and met required SLA of speed to answer and abandoned.
• To take ownership of user problems and be proactive when dealing with user issues. Maintain a high productivity of 500 contacts a month as a min expectation.
• Logging / verifying customer details as per the process followed for each customer.
• Identifying the issue and categorizing / prioritize the incident
• Creating a ticket in ITSM tool
• 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 if ticket unresolved by L1 (where ever applicable)
• Ticket reassignment to PRG’s if ticket unresolved by L1 (where ever applicable)
• Routing / Chasing of tickets with other PRG’s
• 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 L2 / TL as applicable for outage confirmation
• Creating child tickets and tagging them with problem ticket. Callback the user and confirm resolution (wherever applicable)