Service Desk Analyst with Dutch

at  Wipro Limited

București, Municipiul București, Romania -

Start DateExpiry DateSalaryPosted OnExperienceSkillsTelecommuteSponsor Visa
Immediate19 Dec, 2024Not Specified24 Sep, 2024N/AGood communication skillsNoNo
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Description:

JOB DESCRIPTION

Join our dynamic team at Wipro Romania, a global leader in IT services and consulting. Since establishing our presence in Romania in 2007, we have experienced significant growth and expansion, becoming a key player in the region. At Wipro, we are committed to innovation, excellence, and delivering top-tier solutions to our clients. We offer a collaborative and inclusive work environment, opportunities for professional growth, and all the premises of an enjoyable and satisfying job.
This job is available in a hybrid model.

Responsibilities:

  • Providing tеchnicаl support; аnswеring support quеries viа Web, emаil, Chаt and phone;
  • Maintaining a high degree of customer sеrvice for аll support quеriеs and adhеre to аll service management principles;
  • Identifying the issue and categorizing / prioritize the incident;
  • 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 reassignment to PRG’s if ticket unresolved by L1/L2 (where ever applicable);
  • Routing / chasing of tickets with other PRG’s;
  • Recording trend of calls and identifying outages proactively; call-backs for customer not reachable cases & customer request;
  • Recording/Updating the outage / bulletin message in Remedy / ACD based on the status update received by the PRG;
  • Identifying the trend of calls / tickets and highlighting it to TL/SDM as applicable for outage confirmation;
  • Call-back the user and confirm resolution (where ever applicable);
  • Conducting Audits and Mentor L1 Team Members; Training the L1 team on the process / top issues;
  • Ability to prepare the MIS Reports;
  • Experience in handling Client Escalations and Client interfacing;
  • Drive Quality Initiatives and process excellence;
  • Responsible to meet their objectives defined by the project;
  • Being compliant to all process and procedures;
  • Time and Leave Management.


REQUIREMENT SUMMARY

Min:N/AMax:5.0 year(s)

Information Technology/IT

IT Software - Other

IT Support

Graduate

Management

Proficient

1

București, Romania