Service Desk Analyst with Dutch

at  Wipro Limited

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.

• 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.