service desk AnalystWipro

Job Description:
Answer calls and Service Requests from end users and track status and progress to resolution
Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD
Asks the CITI End User for all relevant information concerning the call made or issue reported by the CITI End User
Routes the enquiries to Resolver Groups as appropriate
Re-routes misdirected calls
Escalates tickets which have not been resolved by SD, in accordance with Novartis escalation procedures
Provides status and updates on tickets to authorized users
Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction
Makes recommendations for updates to the KB database
Wipro

Manila City, Metro Manila
Permanent
Full-time