Service Desk Analyst ( Medical Account Process)

Service Desk Analyst ( Medical Account Process)

Wipro Limited
Metro Manila / NCR
1-5 years
Not Specified

Job Description

Job Title: Service Desk Analyst ( Medical Account Process )
Location: Manila
Experience: 1.5 -5 yrs

Job Description:

Outline of Role:

  • Provide first and second line process and technical support to internal staff of a company.
  • working with applications/systems to undertake analysis, diagnosis and resolution of staff IT problems
  • provide support for basic incident resolution and requests reported
  • initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components

Responsibilities:
  • Act as a single point of contact for phone calls ,emails ,chats and Self-service tickets from staff regarding IT issues and queries
  • Receiving, logging and managing calls from internal staff via telephone, email, chat, voice mail, self-service etc.
  • 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware
  • Escalate unresolved calls to the infrastructure support teams
  • Log all calls in the Service Desk ticketing tools such as ServiceNow,
  • Identifying the issue and categorizing / prioritizing the incident and service requests
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
  • Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
  • Being compliant to all process and procedures
  • Understand the SLA/SLOs of the accounts and work accordingly to deliver service to customers.

Qualifications:
  • ITIL Foundation Certification is preferable but not essential
  • Technical knowledge on troubleshooting Windows/MAC OS and Office applications
  • Excellent Communication in respective native language ( Verbal & Written)
  • Require medical related course graduate with 1 medical background.

Requirements:
  • Excellent communication skills and telephone manner.
  • Excellent organizational skills
  • 1.5 years previous IT Service Desk and/or Call Centre experience required
  • Strong knowledge of Microsoft based operating systems, Microsoft Office applications and MAC Operating systems
  • Available to work in 24*7 rotational shifts
  • Excellent Communication in respective required language( Verbal & Written

Wipro Limited

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