IT Service Desk with Swedish language

Role Purpose The purpose of this role is to the first point of contact for theB2B users who call Wipro Service Desk to troubleshoot appropriate enduser issues in line with Wipro’s Service Desk objectives

Annonsinformation

Sista datum för anmälning: 2023-01-31

Företagsnamn: Wipro IT Services

Mail till kontaktperson: wojciech.prosidski@wipro.com

Länk till företag: https://www.wipro.com

Utbildningsnivå: Kandidat

Utbildningsområde: Civilingenjörsutbildningar Datavetenskap och mjukvaruutveckling

Role Purpose
The purpose of this role is to the first point of contact for theB2B users who call Wipro Service Desk to
troubleshoot appropriate enduser issues in line with Wipro’s Service Desk objectives
Do
1. Be responsible for primary user support and customer service
1. Respond to queries from all calls, portal, emails, chats fromthe client
2. Become familiar with each client and their respectiveapplications/ processes
3. Learn fundamental operations of commonly-used software, hardwareand other
equipment
4. Follow standard service desk operating procedures by accuratelylogging all service desk
tickets using the defined tracking software
5. Ensure that the scorecard is maintained as per SoW with respectto TAT, SLA & hits
6. Manage all queries or escalate if not resolve as per the definedhelpdesk policies and
framework
1. Regular MIS & resolution log management on queriesraised
1. Record events and problems and their resolution in logs
2. Follow-up and update customer status and information
3. Pass on any feedback, suggestions, escalations by customers tothe appropriate internal
team
4. Identify and suggest improvements on processes, procedures etc.
Stakeholder Interaction
Stakeholder Type Stakeholder Identification Purpose of Interaction
Internal Team Lead – Service Desk Regular reporting & updates
Core Service Delivery Team For adherence to SD SoW
External Clients Handle issues/ queries

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