We are one of the largest and leading global technology services, consulting and corporate processes companies in the world. We are present in more than 69 countries and our team is composed of more than 220,000 employees working on six continents. We are technological partners of the largest companies in the world. We proudly serve more than 1500 customers through a vast and extremely complete portfolio, which includes the latest in technology, serving various sectors of the national and international market.
Main responsibilities:
Accurate recording and monitoring of customer orders. Compliance with SLAs at team level. Team performance.
Main activities:
- Monitoring open tickets to detect breaches of service levels
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- Identifies potentially serious problems
- Uses established procedures, guidelines and standards
- Responds to changing business needs, recommending new ways of dealing with new problems
- Monitors the orientation of appropriate incident follow-up processes to be followed by the team
- Reports incidents and SRs. Reports will be generated from various tools available in the infrastructure
- Manages licenses and resources for each queue
- Handles escalated calls
- SIP and CIP implementation
- Conducts quality audits, trains and mentors team members
- Prepares materials for: Escalation calls three times a week, low CSAT calls twice a week, help file calls, incident management calls and first call correction exception calls
- Attends the BMC Remedy Resolver Group's monthly quality and Team Leaders meeting
Wipro is an egalitarian company that offers employment opportunities to all people, running a selection process that does not consider race, gender, nationality, ancestry, disability, sexual orientation or any other status protected by applicable law.
TIS Service Desk