Wipro - Technical Support Specialist - IT Service Desk

2 weeks ago


ChennaiBangalorePuneHyderabad, India Wipro Full time

Technical Support Specialist :


- IT Service Desk experience 1-5 years

- Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc.)

- Understanding of Windows X operating system

- Assisting with configuring/troubleshooting of Software and Hardware

- Experience working with ServiceNow to log, track, close tickets

- Experience in resolving IT issues via phone/email/chat

- Excellent telephone etiquettes and customer service

- Excellent troubleshooting skills

- Knowledge of Microsoft based operating systems with emphasis on Windows X

- Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile & Tablets)

- Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.

- 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

- Excellent time management skills and ability to work under pressure

- Continuous commitment to professional development

Key Accountabilities :

- 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 problem ticket

- Callback the user and confirm resolution (wherever applicable)

- Troubleshooting 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

(ref:hirist.tech)

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