Private Jobs in Karnataka- Service Desk Specialist- Wipro Technoligies

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Service Desk Agent – L1

Language: Proficient in English (Read + Write + Speak)

Equivalent test of spoken and written and technical IT specific knowledge in both and English

Role purpose:

Answer calls and Service Requests from end users and track status and progress to resolution.

Main responsibilities:

Adherence to policies and procedures, closure of open calls after resolution.

Major activities:

• Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD
• Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User
• Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
• Routes the enquiries to Resolver Groups as appropriate
• Re-routes misdirected calls
• Escalates tickets which have not been resolved by SD, in accordance with Customer 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

Experience- Fresher ( Passout Batch 2020/2021)

Location: Pune and Bangalore

Contact on:- abhinav.pandey14@wipro.com

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