Job in Pune, Chennai, Hyderabad, Secunderabad for Technical Operations Engineer

Job Description

IT Service Desk (Freshers & experienced both can apply)

Qualification: Graduation and above (Minimum graduation is mandatory)

Salary structure:

• Salary - As per market standards

Location: Navi Mumbai, Pune, Bangalore, Chennai, Hyderabad, Delhi.

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

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

Communication should be excellent in 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

Note: We don't charge any amount for hiring, be aware from any such activity and we will be not responsible for such activity.  

Contact Informations

Recruiting For : Wipro
Contact Email : helpdesk.recruitment@wipro.com