Wipro Hiring Experienced Service Desk Analyst: Check Eligibility Details

Overview:

Wipro is hiring an experienced Service Desk Analyst at their Manila location. The primary Service Desk Analyst’s role is that of providing first-level support through taking calls/emails/ chat/ web tickets and handling the resulting incidents, using the incident management and request fulfillment processes, in line with Service Desk objectives.

The complete details of this job are as follows:

Roles and Responsibilities:

• The primary Service Desk Analyst role is that of providing first level support through taking calls/ email/ chat/ web tickets and handling the resulting incidents, using the incident management and request fulfillment processes, in line with Service Desk objectives.
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• To take ownership of user?s issues and be proactive when dealing with them.
• Prepare, document and maintain Knowledge articles for L1 teams future reference, impart training as and when needed on newly identified or documented issue type to other L1 team members.
• Follow best practice ticket management processes, ensuring tickets owned are handled and updated as per process and every effort is made to meet the service levels ? FCR, CSAT, Assignment accuracy, etc.
  Strong organizational skills.
• Actively participating (not always) in new member training and OJT period.
• Responsible to check the random updates mentioned in the Daily Shift turnover reports & work on Group Mailbox according to the latest process updates/Outages/Downtime notifications
• Managing escalations, if any for technical L1 staff ensuring to pacify the customer and ensuring end to end ownership of the underlying issue type thus avoiding further escalation.
• Any Identified Left shift tasks(planned) from L2/L3 resolver queues would first be picked up, documented, excelled and then further left shift to L1/L0 to follow afterwards.
• Acting as Queue managers to ensure ticket responses are met, avoid multi-hopping and resolution SLAs are not missed.
• Maintain and excel daily/weekly/monthly individual Performance target set by the lead/SDM.
• Assist in driving Service improvement actions together with Lead/SDM & team members.
• Routing / Chasing of tickets with other resolver groups
• Language: Proficient in English (Read + Write + Speak) mandatory

Skills Required:

• IT Helpdesk/ Service Desk
• Hands on experience with Cisco Hard Phone & Soft Phone, along with ITSM tool knowledge (preferably ServiceNow)

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