Service Desk Analyst with Russian
6 months ago
  • Domain IT/Telecom
  • Availability Full-time
  • Experience Mid Level
  • Type of contract Indeterminate term
  • Location Bucharest
  • Salary To be determined

This job is for our client, a leading global information technology, consulting and business process services company. They harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help their clients adapt to the digital world and make them successful. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, they have a dedicated workforce of overserving clients across six continents.

 

Find out more about them: https://www.wipro.com/


Responsibilities:


  • Providing 1st line technical support, answering support queries via phone, email, Chat and Web
  • Maintaining a high degree of customer service for all support queries and adhere to all service management principles
  • Taking 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
  • 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 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
  • Handling issues using Remote tools.
  • Makes recommendations for updates to the KB database


VALUES
PERKS
RECRUITMENT PROCESS
  • HR Interview
  • Technical Interview
  • Offering
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