Service Desk

1 day ago

Bengaluru, Karnataka, India Wipro Full time
  • IT Service Desk experience 10-15yrs
  • Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc)
  • Understanding of Windows 7 & 10 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 24 X 7 support environment including working on Weekends and Holidays.
  • Excellent time management skills and ability to work under pressure
  • Continuous commitment to professional development

Key Accountabilities

  • Manages all activities in the Delivery center
  • Coordinates Knowledge Managers, Escalation Managers, and Incident Managers and makes sure they are aligned
  • Supports Global Service Desk Manager with resource demand and capacity for a delivery center and activities to meet the demand and deliver required capacity (supports role of WFM Workforce Management)
  • Ensures process changes are implemented
  • Implements performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs.
  • Reviews and follows-up on ticket-based Customer Satisfaction (CSAT) reviews within the delivery center
  • Performs reviews on ageing of tickets and conducts pending ticket analysis with the Team Leads.
  • Reviews escalations and implements corrective and preventive actions on DC level
  • Initiates and manage against the Service Improvement Plan (SIP) and Continuous Improvement Plan (CIP)
  • Supervises performance of the team and is responsible for their qualification
  • Attends the monthly quality meeting, BMC Remedy Resolver Group Team Leads meeting, and the SD Monthly Call (SDMC)

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