Service Desk Specialist
Wipro Ltd
Chennai, Tamil Nadu, India
4d ago
source : Linkedin

Location : Chennai

Experience : 4-7.5Yrs


Required Skill Set : -

Language : Proficient in English (Read + Write + Speak) mandatory and Technically sound

Main responsibilities :

Accurate recording and tracking of customer requests. Adherence to SLAs on team level. Performance of the team.

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

Minimum 5 years working for a voice Support for a customer

Equivalent test of spoken and written and technical IT specific knowledge

Major activities :

  • Manages all activities in the Delivery center
  • Coordinates Knowledge Managers, Escalation Managers, and Incident Managers and makes sure they are aligned
  • Supports Global Service Desk Manager with resource demand and capacity for a delivery center and activities to meet the demand and deliver required capacity (supports role of WFM Workforce Management)
  • Ensures process changes are implemented
  • Implements performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs.
  • Reviews and follows-up on ticket-based Customer Satisfaction (CSAT) reviews within the delivery center
  • Performs reviews on ageing of tickets and conducts pending ticket analysis with the Team Leads.
  • Reviews escalations and implements corrective and preventive actions on DC level
  • Initiates and manage against the Service Improvement Plan (SIP) and Continuous Improvement Plan (CIP)
  • Supervises performance of the team and is responsible for their qualification
  • Attends the monthly quality meeting, BMC Remedy Resolver Group Team Leads meeting, and the SD Monthly Call (SDMC)
  • Knowledge of Configuring of Hardware / Configuring of software / PC hardware Set-up and configuration / Service Now-log, track, close tickets / Cisco AnyConnect VPN / Jabber / WebEx / One drive / Outlook trouble shooting within a network / Outlook email / Windows 7 / Windows 10 / Active Directory / Skype / Printer / VPN / MS-Office (Excel, Word, Power Point) / IT knowledge / Logical troubleshooting skill
  • TAG - Wipro

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