Service Desk Analyst with Italian

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.

REQUIRED PROFESSIONAL EXPERIENCE:

Professional certificate in Windows operating systems and networking
Knowledge of the following foreign languages:
English advanced (writing, reading, using conversational language)
The second language (Italian) advanced (writing, reading, using conversational language)

ABILITIES:

Knowledge of ITIL Service Delivery (procedure concerning to incidents, problems and administration of changes
Troubleshooting skills and experience in solving LU, reset PWD and transmitting messages
Troubleshooting skills and applications shrink-wrapped (MS office, Adobe etc.)
Capacity of synthesis
Preferably knowledge of MAC devices
Troubleshooting skills for VPN connectivity, dial-out, wireless routers
Register with knowledge of active addresses, controllers etc.
Exposure of instruments of password resetting
Previous experience in technical support shall be preferred.
Previous experience in IT support in Corporate environment and/or other functions of great sensitivity referring to clients

REQUIRED WORK EXPERIENCE:

• 6 months of experience in labour
  Previous experience to a position of relations with customers is a requirement of the job.
  Previous experience in technical support constitutes an advantage.

-Management of tickets (working orders) according to the performance indicators and SLA (Service -Level Agreement) established at a process level: Responsible for the creation of work tickets/allocation /division on categories/ prioritization/monitoring/escalation/conclusion and obtaining of the feedback.

• Managing phone calls received from the customer by the application of the rules and specific provisions communicated to process level
• Solving the problems of a technical nature and following steps/stages for dealing with specific incidents reported at the level of process; compliance with all parameters and in compliance with the specifications communicated
• Preparing MIS incident in accordance with the requirements
• Redistributing tickets which have not been resolved (where applicable)
• Routing/ tracking tickets allocated in the system or with other PRG
• Proactive action with a view to effective management of queue (Remedy Queue Management)