Help Desk Specialist

6 days ago

Manila, National Capital Region, Philippines Wipro Technologies Full time

At Wipro Technologies, we are building a modern workplace where technology and innovation meet. Our team of experts is dedicated to delivering exceptional customer experiences through our help desk services.

About the Role

We are seeking a highly motivated Help Desk Specialist to join our team. As a key member of our support team, you will be responsible for providing primary user support and customer service to our clients.

  1. You will 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.

Key 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.

What We Offer

As a Help Desk Specialist at Wipro Technologies, you will have the opportunity to work with a dynamic team of professionals and contribute to the delivery of exceptional customer experiences. 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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