About Company
We are the channel partner of Wipro and have presence all over India.
Job Description
Job Responsibilities: Addressing the User telephone calls and logging ticketAssigning appropriate severity, category and prioritize the calls based on criticality and business impact.Issuing ticket ID to the respective users for the tickets logged by them.Providing Level 1 & level 2 support for all End User issues pertaining to Operating System, Printing, Office Automation Tools , Messaging Client, Generic IT Queries.Co-ordinate with all internal/external parties for IT services to resolve incidents beyond L1 level.Allocating tickets to the respective domain engineers.Tracking and Following up the tickets logged till resolution.Notifing the users on the ticket with information on who is working on the ticket and the status of the ticket.Closing the tickets with user confirmation.Tracking suspended tickets if any and take actions accordingly.Build a database of incidents /problems with resolution and Educate users through appropriate mechanism for self help and problem prevention.Escalating to Wipro and UWL as per SLA norms.Communicating the user about the system Availability during downtime. (Both Scheduled and Non Scheduled ). through predefined email circularsEnsuring that the SLA requirements are met in terms of response and resolution time for all the tickets.Routing Service Requests to the appropriate teams.Ensure the workspace is clean and has all the relevant informationAdhere to the shift schedule and dress codeDonot misuse any client resourcesGive prior information to the Servicedesk Lead in case of any delay in coming to the siteTake prior approval from PM for planned leaveMaintain Wipro's standards for Quality of ServiceMaintain discipline in the Client site.
NOTE: FRESHER NEED NOT TO APPLY.
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