WIPRO INFOTECH Recruits Freshers Jobs IT Service Desk Engineer
Job Posted Date: 2012-09-07 |
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Best IT Jobs,Urgent Openings.Upload Your Resume 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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