Wipro hiring Service Desk Engineers – Freshers and Experienced

Company : Wipro Infotech (http://www.wipro.com)

Wipro Infotech is the IT Services, Solutions & Products division of the Wipro Limited. For the year ended March 31, 2008, Wipro Infotech recorded Revenues of Rs 37.46 billion, representing a growth of 51% YoY. PBIT grew by 46% YoY to Rs 3.12 billion. Services business contributed 33 % to total Revenues and grew by 47% YoY.With over two decades of experience, Wipro has stamped its presence on the Indian market and leads the Indian IT industry. Headquartered at Bangalore, our business spans India, Asia Pacific and the Middle East. By collaborating with Wipro, organizations garner the power of tried and tested frameworks, strong domain knowledge, a large pool of certified technology specialists and best of breed alliances. We bring to market tailor-made, industry specific solutions that help meet your business challenges while increasing operational efficiency. We have leveraged our two-decade old expertise and experience in meeting the IT needs of enterprises that enables us to offer comprehensive IT solutions that encompass best-of-breed products, best-practice IT services and best-in-class enterprise solutions. We help architect, implement and manage the entire IT lifecycle of our customers through a complete portfolio of IT Services. Our services are backed by over two decades of experience handling complex integration projects in India and abroad. Multi-platform expertise, extensive reach and tested delivery mechanisms help us deliver reliable, high-quality, cost-effective IT services. Our IT services are crowned by in-depth Consulting Skills that are reinforced by a keen understanding of the key role that technology plays in enabling business. The Consulting portfolio includes Strategic Consulting Services, IT Governance & Optimization Consulting, Process Consulting, Business Continuity and Risk management Consulting.At Wipro, we offer you a work environment that quenches your thirst for knowledge while helping you nurture your career ambitions. You get to traverse a path that is strewn with values, performance, learning, innovation, quality, camaraderie, career growth - all those facets of work life that you cherish the most.Please visit www.wipro.co.in for more details on the company 

Job Description

To provide 1st line technical support; answering support queries via phone, email, Chat and Web

To maintain a high degree of customer service for all support queries and adhere to all service management principles.

To take ownership of user problems and be proactive when dealing with user issues.

Logging / verifying customer details

Identifying the issue and categorizing / prioritize the incident

Creating a ticket in CRM tool

Referring KB for workaround / resolution and attempting resolution

Strong interpersonal skills are a prerequisite.

Ability to work effectively in a dispersed team and individually.

Ticket re-assignment to L2 if ticket unresolved by L1 (where ever applicable)

Ticket reassignment to PRG's if ticket unresolved by L1 (where ever applicable)

Routing / Chasing of tickets with other PRG's

Recording trend of calls and identifying outages proactively

Callbacks for customer not reachable cases & customer request

Identifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage confirmation

Creating child tickets and tagging them with problem ticket

Callback the user and confirm resolution (where ever applicable)

Salary:

INR 1,00,000 - 3,00,000 P.A

Role:

Technical Support Engineer

Email Address:

laxmi.sowjanya1@wipro.com,venkatesh.vijayan@wipro.com

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