Job description:
Job Description
Working Hours:
- Daytime shift working hours:
8:00–17:00
,
9:00–18:00
,
10:00–19:00
,
11:00–20:00
, including
1 hour break
(One of them will be assigned to you, but shift working hours would be changed regularly.) - Fixed Saturday & Sunday Off
, No work during
Public Holidays
Responsibilities:
- Handle
calls, emails, & Web tickets
(daily) - Address
technical queries
and fix or log them appropriately accurately - Escalate queries
when required to appropriate personnel - Identify
trend of calls / tickets
and highlight it to
Incident Manager (IM)/L1.5 TL SDM
as appropriate (Outage confirmation) - Log tickets in
Service Now (SNOW)
as per policies assigned according to the policies & procedures - Ensure
Follow up mechanism
is in place targeting customer's issue resolution in an optimized manner enhancing
Customer Delight - Ensure consistent
productivity and quality of service - Meet
SLAs and individual KPIs - Assist
Operation Support System (OSS)
with problem determination & handle any
Severity 1 & 2's
appropriately - Should manifest
flexibility
to support operational requirements - Maintain highest level of
ethical work standards
and be compliant with
Organization & Project policies & procedures - Shift timing is 9 hours
which includes
one hour break
Key Experiences And Skills Required:
- 1–2 years
of overall experience in
IT troubleshooting
– IT helpdesk or service desk experience is
mandatory - Bachelor Degree
- Excellent
analytical problem solving
and
critical thinking skills - Exceptional
oral and written communication skills - Ability to work
independently
,
multi-task
, and take
ownership
of various parts of a Project or Initiative - Japanese Language (N2 or N1)
is
mandatory
along with
English speaking & writing ability
͏ ͏
Experience: 1-3 Years
.
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.
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