Skills
- IT Service Desk experience 1-3 yrs
- SOP based SAP L1 functional support
- Experience working with ServiceNow to log, track, close tickets
- Experience in resolving IT issues via phone/email/chat
- Excellent telephone etiquettes and customer service
- Excellent troubleshooting skills
- Understanding of infrastructure management processes and ITIL framework
- Good communication (written & oral), presentation skills, quick learner, self‑initiated, team player, open to work in shifts
- Adaptable to work in a 24 x 7 Environment
- Excellent time management skills and ability to work under pressure
- Continuous commitment to professional development
Language
Portuguese and English
Responsibilities
- Provide 1st line technical support, answering support queries via phone, email, chat and web
- Maintain a high degree of customer service for all support queries and adhere to all service management principles
- Take ownership of user problems and be proactive when dealing with user issues
- Log and verify customer details
- Identify the issue and categorize/prioritize the incident
- Create a ticket in CRM tool like ServiceNow
- Refer to knowledge base for workaround/resolution and attempt resolution
- Have strong interpersonal skills
- Work effectively in a dispersed team and individually
- Reassign ticket to L2/L1.5 if unresolved by L1 (wherever applicable)
- Reassign ticket to other resolver groups if unresolved by L1 (wherever applicable)
- Route/chase tickets with other resolver groups
- Record trend of calls and identify outages proactively
- Perform callbacks for customers not reachable or on request
- Identify trend of calls/tickets and highlight to L1.5/Team Lead for outage confirmation
- Create child tickets and tag them with problem ticket
- Callback the user and confirm resolution (wherever applicable)
- Handle issues using remote tools
- Recommend updates to the KB database
Experience
1-3 Years
About Us
Reinvent your world. We are building a modern
📌 SERVICE DESK ANALYST (Centro)
🏢 Wipro
📍 Centro