Information Technology Service Desk

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 of services, strong commitment to sustainability and good corporate citizenship, we have over 240,000 dedicated employees serving clients across six continents. Together, we discover ideas and connect the dots to build a better and a bold new future.

#Wipro Romania

Required:

• Fluent communication (written & oral) in
  Dutch and English
  , quick learner, self-initiated, team player, open to work in shifts;

• Good Experience with using and troubleshooting Outlook

• Experience in troubleshooting Microsoft Office with emphasis on MS Word, MS Excel MS PowerPoint and Outlook is a plus;

• Experience of using call logging software;

• Previous experience as Customer Support Engineer / Technical Support Executive is preferred;

• Good understanding of infrastructure management processes; good understanding of process framework like ITIL would present a plus;

• Basic knowledge of Microsoft based operating systems with emphasis on Windows X;

• Basic understanding of PC hardware set-up and configuration.

Preferred, but not mandatory:

• Previous Helpdesk (Voice Support) experience;

• MCP/MCSE/CCNA certification

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.

Our offer:

Excellent career development opportunities, working in challenging projects and using some of the best technologies;

An international and multicultural working environment, in a prestigious and growing company;

Being part of a young, dynamic, and motivated team;

Continuous and self-paced learning opportunities to enhance your professional and soft skills;

Competitive compensation package, including performance and holiday bonuses;

Strong flexible benefits package that you can tailor to your own needs;

Premium insurance to medical services;

Flexible work time and location, including some of the coolest offices;

Friendly and chill atmosphere and company culture.

This position offers a chance to be part of a forward-thinking company that values innovation and a progressive approach to technology. Interested candidates are encouraged to apply and join the team where they can make a significant impact.

Wipro is an advocate for positive change and conscious inclusion. As a global employer, we strive to create a diverse Wipro family by remaining committed to the development of our culture, diversity, equality, and inclusion in the workplace. All applicants welcome.