Wipro mass Recruitment | Service Desk Apply now

Wipro off campus drive is recruiting candidates for the Service Desk position. Candidates who completed B.Sc/ B.E/ B.Tech/ BCA/ MS/ M.Sc/ M.Tech/ MCA are eligible can apply for this job. The company is hiring candidates in the Pune/Bangalore locations. The required details are below, including the agenda, eligibility, procedure, and application process.

About the job

• IT Service Desk Agent L1 Qualification: Graduation and above (Minimum graduation is mandatory(International Process)(Voice/Blended Process)
• Salary – As per market standards
• Location: Pune
• Language: Proficient in English (Read + Write + Speak) Equivalent test of spoken and written and technical IT-specific knowledge in both and English Role purpose: Answer calls and Service Requests from end users and track status and progress to resolution. Main responsibilities: Adherence to policies and procedures, closure of open calls after resolution.
• Major activities:
• Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD
• Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User
• Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
• Routes the inquiries to Resolver Groups as appropriate
• Re-routes misdirected calls
• Escalates tickets that have not been resolved by SD, in accordance with Customer escalation procedures
• Provides status and updates on tickets to authorized users
• Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction
• Makes recommendations for updates to the KB database

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