private medical care
Service Desk Expert with English
Wipro IT Services
- offer expired 18 days ago
- contract of employment
- senior specialist (Senior), expert
- home office work, hybrid work
- More than one vacancy
- remote recruitment
To provide L1 and L1.5 support; answering support queries via phone, email, Chat and Web from end user or SD L1 team
To maintain a high degree of customer service for all support queries and adhere to all service management principles.
To take ownership of user problems and be proactive when dealing with user issues.
Logging / verifying customer details
Identifying the issue and categorizing / prioritize the incident
Creating a ticket in CRM 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/L1.5 (wherever applicable)
Ticket reassignment to PRG's if ticket unresolved by L1.5 (wherever applicable)
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 TL/SME as applicable for outage confirmation
IT Service Desk experience, preferably 1st and 2nd line - min. 5-8 years
Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc)
Understanding of Windows 7 & 10 operating system
Assisting with configuring/troubleshooting of Software and Hardware
Experience working with ServiceNow to log, track, close tickets
Experience in resolving IT issues via phone/email/chat
Excellent telephone etiquettes and customer service
Excellent troubleshooting skills
Knowledge of Microsoft based operating systems with emphasis on Windows X
Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile & Tablets)
Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
Basic understanding of PC hardware set-up and configuration.
Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.
Willingness to work in 9 X 5 support environment including working on Weekends and Holidays.
retirement pension plan
coffee / tea
employee referral program