Fresher & Exp Hiring For
IT Service Desk Engineer @ “WIPRO INFOTECH” in Chennai
About Company
Name : WIPRO INFOTECH
Website : www.wipro.com
Job Details
Education : B.Sc / Diploma / B.Com / B.A /
B.B.A / BCA
Experience : 0 to 4 years
Location : Chennai
Job Description
IT Service Desk Engineer
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
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
Creating
child tickets and tagging them with problem ticket
Callback
the user and confirm resolution (where ever applicable)
Contact Details
Email Address : [email protected],[email protected]
For Future Reference.
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