Service Desk Associate

Service Desk Associate

0-3 years
Not Specified

Job Description

Role: Service Desk Associate
Experience: 0-3 yrs
Location: Manila

Job Description:
  • To provide 1st & 2nd 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.
  • Identifying the issue and categorizing / prioritizing the incident
  • Referring KB for workaround / resolution and attempting resolution
  • Strong interpersonal skills are a prerequisite.
  • Ability to work effectively in a dispersed team and individually.
  • 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 SDM as applicable for outage confirmation
  • Creating child tickets and tagging them with problem ticket
  • Callback the user and confirm resolution (where ever applicable)
  • Conduct Audits and Mentor L1 Team Members
  • Recording/Updating the outage / bulletin message in Remedy / ACD based on the status update received by the resolver groups
  • Being compliant to all process and procedures.

Qualifications:
  • Completed at least 2 years in college
  • Experience in similar role may be required in specific programs with varying years of experience
  • With service desk background
  • Customer service orientation
  • Excellent English communication skills (verbal and written) with neutral accent
  • Active listening skills
  • Willing to work on shifting schedules, grave yard shift, holidays or rest days as may be required by business exigencies
  • Keep oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
  • Keep all company information which includes customer information confidential and secured

About

Wipro BPO

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