Onomichi Wipro

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
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