IT Support Technician

6 days ago

Manila, National Capital Region, Philippines Wipro Technologies Full time

Our team of experts is dedicated to delivering exceptional customer experiences through our help desk services. At Wipro Technologies, we believe that our employees are our greatest asset and we strive to create a workplace where everyone has the opportunity to grow and develop.

About the Job

This is a unique opportunity to join our team as a Help Desk Specialist. You will play a key role in providing primary user support and customer service to our clients. The successful candidate will have excellent communication skills, a strong problem-solving ability, and experience working in a fast-paced environment.

  1. Respond to queries from all calls, portal, emails, chats from the client in a timely and professional manner.
  2. Become familiar with each client and their respective applications/processes to provide efficient solutions.
  3. Learn fundamental operations of commonly-used software, hardware, and other equipment to troubleshoot issues effectively.
  4. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software.
  5. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits.
  6. Manage all queries or escalate if not resolved as per the defined helpdesk policies and framework.

Responsibilities

  • Record events and problems and their resolution in logs.
  • Follow-up and update customer status and information.
  • Pass on any feedback, suggestions, escalations by customers to the appropriate internal team.
  • Identify and suggest improvements on processes, procedures, etc.

Requirements

  • Candidates must have excellent communication skills and be able to work in a fast-paced environment.
  • Knowledge of computer systems, software applications, and hardware is essential.
  • Ability to work independently and as part of a team.
  • Strong problem-solving skills and attention to detail.

Benefits

We offer a competitive salary package, opportunities for growth and development, and a supportive work environment. We are an equal opportunities employer and welcome applications from qualified candidates regardless of their background or disability status.

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