Wipro Limited is an Indian multinational corporation that provides information technology, consulting and business process services. Thierry Delaporte is serving as CEO and managing director of Wipro since July 2020.
Wipro Job vacancy
- Qualification: Any Graduate
- Experience : 03-06+years
- Role: SME(SUBJECT MATTER EXPECT)
- Job Location: Kolkata,West Bengal
If interested please share your updated profile to Karamsi.nailk@wipro.com
Job description:
Act as a Floor Support to Team members and assist and help them in all queries. Train new recruits and existing team on new updates
- IT Service Desk experience 3-6 yrs
- ITIL v3 Foundation trained or certified
- Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc)
- Understanding of Windows 7 & 10 operating system – knowledge of MAC OS will be an advantage
- Assisting with configuring/troubleshooting of Software and Hardware
- Experience working with ServiceNow to log, track, close tickets
- Provide an excellent level of customer service and professional communication
Main responsibilities
- Training the L0 and L1 team on the processes /frequently occurring errors and fixes
- Floor walk and support to L1/1.5 team on incident, Service request queries
- Identify How-to issues in existing tickets and develop KBs for resolution of tickets at Service Desk level. And timely reviews and updates to KEDBs
- Follow-up with resolver groups on high priority or high ageing tickets
- Ticket re-assignment to PRG’s if ticket unresolved by L2 (wherever applicable)
- Prepare Incident/SR MIS as per project requirements.
- Creating a Problem ticket based on the trend of calls / ticket.
- Routing the Problem ticket to the appropriate PRG
- Email/Web Tickets assignment to the team members
- Recording/Updating the Outage / bulletin message in ITSM Tool/ ACD based on the status update received by the PRG
- Training the L1 team on the processes /frequently occurring errors and fixes
- Responsible for driving FCR for in scope tickets
- Check the trending of the reported incidents to ensure that correct problem candidate is marked
- Strong Customer handling skills and handle escalated calls from users.
- Follow KEDBs, Wikis for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the incidents.
- Proactive ITSM queue management.
- Participate / presenting SD performance.
- Reviewing the weekly / monthly dashboards and publish to internal/external stakeholders
- Using the trend analysis to identify the areas of improvement.
- Initiating SIP’s / CIP’s / Lean / six sigma projects.
- Working with QA team to updating new and existing KB articles.
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