service desk AnalystWipro

Job Description:
Tower Description
· The RDS Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW meeting FCR
· He/She should follow KEDBs, Wikis for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the incidents
Key Accountabilities:
· To provideL1 and L1.5 support; answering support queries via phone, email, Chat and Web from end user or SD L1 team
· 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.
· Logging / verifying customer details
· Identifying the issue and categorizing / prioritize the incident
· Creating a ticket in CRM tool
· Referring KB for workaround / resolution and attempting resolution
· Strong interpersonal skills are a prerequisite.
· Ability to work effectively in a dispersed team and individually.
· Ticket re-assignment to L2 if ticket unresolved by L1/L1.5 (wherever applicable)
· Ticket reassignment to PRG's if ticket unresolved by L1.5 (wherever applicable)
· 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 TL/SME as applicable for outage confirmation
· Creating child tickets and tagging them with problem ticket
· Callback the user and confirm resolution (wherever applicable)
· Trouble shooting issues related to Outlook email / MS office suite / WebEx /Jabber / Cisco AnyConnect VPN, Chrome / Safari, IE, Firefox, Lotus Notes etc as per scope document and SOW
· Handling Emails & Service Requests using Remote tools
· Handling Technical issues of L1 and issues where L1 scope doesn't include a resolution or out of scope issues of L1
· Discuss technical and process updates with teams, contribute in technical and process updates/trainings
Key Skills Required:
· IT Service Desk experience 2-5yrs
· 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 9 X 5 support environment including working on Weekends and Holidays.
· Excellent time management skills and ability to work under pressure
· Continuous commitment to professional development
· Proactive in doing research to find solution for complex problems not documented in SOP
· Knowledge Management (SOP Creation, Updating, etc)
· Queue Management and other additional and ADHOC responsibilities needs to be followed arising out of business requirements
Language Requirement (Read, Write, Speak) & Proficiency:
Proficient in Mandarin + Vietnamese + English (Read + Write + Speak)
Proficient in Mandarin + Korean + English (Read + Write + Speak)
Wipro

Manila City, Metro Manila
Permanent
Full-time