Service Helpdesk Associate

Service Helpdesk Associate

Wipro Limited
Metro Manila / NCR
1-6 years
20000 - 23000 PHP

Job Description

• 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
• 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.
• 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)
• 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 (Wipro), incorporated on December 29, 1945, is a global information technology (IT), consulting and business process service provider. It operates through two segments: IT Services and IT Products. The Company's IT Services business provides a range of IT and IT-enabled services.

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