System Engineer

7 days ago

Manila, National Capital Region, Philippines Wipro Technologies Full time
Work with usTitle: Service Desk Analyst- L1

Requisition ID: 48422

City: Manila

Country/Region: PH

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Role Purpose

The purpose of this role is to be the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro's Service Desk objectives.

Do

  1. Excellent communication skills
  2. Ability to empathize, pacify and handle irate customers with exceptional communication skills.
  3. Technical knowledge in troubleshooting base operating system issues and eager to learn new technologies.
  4. Troubleshooting Windows, Outlook, Teams, Citrix, VDI, VPN, Security App, etc. over remote support.
  5. Answer incoming calls and respond to customer emails in a timely manner.
  6. Manage and resolve customer complaints.
  7. Identify and escalate issues to supervisors as needed.
  8. Provide product and service information to customers.
  9. Research required information using available resources and offer solutions to customers.
  10. Research, identify, and resolve customer complaints using applicable software.
  11. Route calls and tickets to appropriate resources and domains who can best support the user.
  12. Document all call information according to standard operating procedures.
  13. Recognize, document, and alert the management team of trends in customer calls.
  14. Create SOPs for new issues and resolutions given.
  15. Complete call logs and reports.
DeliverNo Performance Parameter Measure
  1. Service Desk Delivery
    • Adherence to TAT, SLA as per SoW
    • Minimal Escalation
    • Customer Experience
  2. Personal
    • Attendance
    • Documentation

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

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