Service Desk Analyst L2

7 days ago

Bucharest, Bucureşti, Romania Wipro Full time €20,000 - €40,000 per year

Job description:

Job Description

Role:

The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro's Service Desk objectives

͏

Do:

  • Be responsible for primary user support and customer service
  • Respond to queries from all calls, portal, emails, chats from the client
  • Become familiar with each client and their respective applications/ processes
  • Learn fundamental operations of commonly-used software, hardware and other equipment
  • Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
  • Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits

  • Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework

  • Regular MIS & resolution log management on queries raised

  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information
  • Pass on any feedback, suggestions, escalations by customers to the appropriate internal team
  • Identify and suggest improvements on processes, procedures etc.

͏

Deliver:

No.

Performance Parameter

Measure

1.

Service Desk Delivery

Adherence to TAT, SLA as per SoW

Minimal Escalation

Customer Experience

2.

Personal

Attendance

Documentation etc.

͏ ͏

Experience: 1-3 Years

.

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

  • Service Desk Team Leader with French On-site

    2 weeks ago

    Bucharest, Bucureşti, Romania Wipro Romania Full time €30,000 - €60,000 per year

    About the jobWipro Romania, part of global IT and consulting leader Wipro Ltd., has grown significantly since 2007. With over 2000 employees from 21+ nationalities, it supports 50+ clients, offering a collaborative, inclusive work environment and professional growth opportunities.ResponsibilitiesManage a team of Service Desk Analysts providing support across...

  • L2/3 Service Support Engineer

    5 days ago

    Bucharest, Bucureşti, Romania Yokogawa Full time €30,000 - €60,000 per year

    Yokogawa, award winner for 'Best Asset Monitoring Technology' and 'Best Digital Twin Technology' at the HP Awards, is a leading provider of industrial automation, test and measurement, information systems and industrial services in several industries.Our aim is to shape a better future for our planet through supporting the energy transition, (bio)technology,...

  • Service Desk Specialist

    5 days ago

    Bucharest, Bucureşti, Romania Regnology Full time €35,000 - €45,000 per year

    What you'll doAs a Service Desk Specialist in our global IT Service Desk team, you will be the first point of contact for all IT-related incidents and service requests. You will provide crucial support for our Microsoft 365 environment and endpoint hardware, ensuring our colleagues have the tools and assistance they need to be productive. Your primary output...

  • IT Service Desk Specialist

    2 weeks ago

    Bucharest, Bucureşti, Romania vidaXL Full time 15,000 - 30,000 per year

    IT Service Desk SpecialistWe are looking for an IT Service Desk Specialist to provide first-line technical support and ensure smooth day-to-day IT operations.You will:Identify, log and escalate incidents to the correct department according to the procedures;Provide first level support for requests received through chat, phone and service desk tickets;Handle...

  • Team Lead IT Service Desk

    5 days ago

    Bucharest, Bucureşti, Romania vidaXL Full time 30,000 - 40,000 per year

    Team Lead IT Service DeskWe are looking for a motivated and experienced Team Leader to join our 24/7 1st Line Service Desk team. The role involves coordinating the 1st Line Service Desk team who provide day-to-day user support and incident handling across our organization.As part of main responsibilities, you will make sure the team delivers quality service,...

  • L2 Support Analyst with French

    5 days ago

    Bucharest, Bucureşti, Romania Société Générale Full time €15,000 - €30,000 per year

    andnbsp;L2 Support Analyst with FrenchResponsibilitiesSociete Generale Global Solution Centre (SG GSC)andnbsp;acts as a business solutions center for Sociandeacute;tandeacute; Gandeacute;nandeacute;rale, one of the largest European financial groups. We provide high quality professional services in over 35 countries in various business areas - Finance andamp;...

  • Internship (6 months) - IT Support Analyst L2 with French

    5 days ago

    Bucharest, Bucureşti, Romania Société Générale Full time 20,000 - 25,000 per year

    Internship (6 months) - IT Support Analyst L2 with FrenchResponsibilitiesSociandeacute;tandeacute; Gandeacute;nandeacute;rale Global Solution Centre (SG GSC RO) acts as a business solution center for Sociandeacute;tandeacute; Gandeacute;nandeacute;rale, one of the largest European financial groups. We provide high-quality professional services for more than...

  • Service Desk with German

    5 days ago

    Bucharest, Bucureşti, Romania MHP – A Porsche Company Full time 20,000 - 25,000 per year

    ENABLING YOU TO SHAPE A BETTER TOMORROWCode number: J Entry level: ProfessionalsLocation: Cluj, TimisoaraOrganization: MHP - A Porsche CompanyTasks TasksTasksYou will serve as the first point of contact for customers seeking technical assistance via phone, support portal, or emailYou will identify and assess customer needs to ensure prompt and accurate...

  • Proactive Solutions Service Desk Agent French Speaker

    1 week ago

    Bucharest, Bucureşti, Romania Goodyear Full time 15,000 - 30,000 per year

    Start something great today. Go Goodyear Location:Bucharest/RomaniaProactive Solutions Service Desk Agent with FrenchAct as single point of contact (telephone, E-Mail, etc.) while providing support services to Goodyear Proactive Solutions fleets after service activation (post installation and activation of telematics equipment on vehicles). Make sure...

  • Information Technology Service Desk

    7 days ago

    Bucharest, Bucureşti, Romania Wipro Romania Full time €15,000 - €30,000 per year

    About us:Wipro is a leading global information technology, consulting and business process services company. We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help our clients adapt to the digital world and make them successful. A company recognized globally for its comprehensive portfolio...