Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
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
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- IT Service Desk experience 5yrs
- Excellent troubleshooting skills (O365/VPN/Printer/Active Directory/MS-Office Packages etc.)
- Understanding of Windows 10/11 operating system
- Assisting with configuring/troubleshooting of Software and Hardware
- Experience working with ServiceNow to log, track, resolve tickets
- Experience in resolving IT issues via phone/email/chat/self-service portal or web
- Excellent telephone etiquettes and customer service
- Excellent troubleshooting skills
- Knowledge of Microsoft based operating systems with emphasis on Windows 10/11
- Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) / Multi Factor Authentication (MFA) / Multi Factor Authentication (MFA), Mobile & Tablets)
- Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel, MS PowerPoint, MS Teams and MS OneDrive
- Basic understanding of PC hardware set-up and configuration.
- Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.
- Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts
- Willingness to work in 9 x 5 support environment including working on Weekends and Holidays
- Flexible to work in a 24 x 7 Environment due to English Language Support
- Strong time management skills, a logical approach to problem-solving, and the ability to perform effectively under pressure
- Continuous commitment to professional development
- To provide 1st 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 like ServiceNow
- 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/L1.5 if ticket unresolved by L1 (wherever applicable)
- Ticket reassignment to Other Resolver groups if ticket unresolved by L1 (wherever applicable)
- Routing / Chasing of tickets with other Resolver groups
- 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 L1.5 / Team Lead as applicable for outage confirmation
- Creating child tickets and tagging them with Major ticket / problem ticket
- Callback the user and confirm resolution (wherever applicable)
- Trouble shooting issues related to Outlook email / MS office suite / WebEx /Jabber / Cisco AnyConnect VPN, Chrome / Safari, IE, Firefox etc. as per scope document and SOW
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.
Mandatory Skills: TIS Service Desk.
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. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.
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Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.
Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.