Publicat 19 Ian 2021 | Expiră 19 Feb 2021

Service Desk with Russian

6 posturi
Expirat
Anunț inactiv

Acest anunț a expirat și nu este disponibil pentru aplicare.

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Candidatul ideal

Profile:
- Fluent communication (written & oral) in Russian 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.

Descrierea jobului

Role and responsibilities:

- To provide 1st line/2nd line technical support; answering support queries via phone, email, Chat and Web
- 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 (where ever applicable)
- Ticket reassignment to PRG's if ticket unresolved by L1 (where ever applicable)
- Routing / Chasing of tickets with other PRG's
- 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 L2 / TL as applicable for outage confirmation (where ever applicable)
- Creating child tickets and tagging them with problem ticket
- Callback the user and confirm resolution (where ever applicable)

Benefits:

- Opportunity to work in a young and dynamic environment;
- Attractive benefits package;
- Lunch tickets
- Fitness deduction
- Health insurance and dental scheme;
- Opportunity to develop and learn constantly
- Access to internal training (job related and soft skills training).

Descrierea companiei

Wipro Ltd. is a leading Information Technology, Consulting and Business Process Services company that delivers solutions to enable its clients do business better. Wipro delivers winning business outcomes through its deep industry experience and a 360 degree view of "Business through Technology"​ - helping clients create successful and adaptive businesses. A company recognized globally for its comprehensive portfolio of services, a practitioner's approach to delivering innovation, and an organization wide commitment to sustainability, Wipro has a workforce of over 170,000, serving clients in 175+ cities across 6 continents.

Expirat
Service Desk with Russian  -  WIPRO TECHNOLOGIES SRL

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