Job Details

WIPRO INFOTECH Recruits Freshers Jobs IT Service Desk Engineer

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Job Posted Date: 2012-09-07

Job Title: Service Desk Engineer

Employement Type: Full Time

Job Category: Fresher

Experience: 0 - 4Years

Location: Chennai

Qualification: B.Sc / Diploma / B.Com / B.A / B.B.A / BCA

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Description:

Name: WIPRO INFOTECH

IT Service Desk Engineer

To provide 1st 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.

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 (where ever applicable)

Ticket reassignment to PRG's if ticket unresolved by L1 (where ever applicable)

Routing / Chasing of tickets with other PRG's

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 L2 / TL as applicable for outage confirmation

Creating child tickets and tagging them with problem ticket

Callback the user and confirm resolution (where ever applicable)

Email Address :  venkatesh.vijayan@wipro.com

 

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