Title: Service Desk Analyst with Slovak
About us
Wipro Romania, part of global IT and consulting leader Wipro Ltd., has grown significantly since 2007. With over 2000 employees from 21+ nationalities, it supports 50+ clients, offering a collaborative, inclusive work environment and professional growth opportunities.
J͏ob Description
Profile:
- Fluent communication (written & oral) in Slovak and English, quick learner, self-initiated, team player, open to work in shifts;
- Good Experience with using and troubleshooting Outlook
- Experience in troubleshooting Microsoft Office with emphasis on MS Word, MS Excel MS PowerPoint and Outlook is a plus;
- Experience of using call logging software;
- Previous experience as Customer Support Engineer / Technical Support Executive is preferred;
- Good understanding of infrastructure management processes; good understanding of process framework like ITIL would present a plus;
- Basic knowledge of Microsoft based operating systems with emphasis on Windows X;
- Basic understanding of PC hardware set-up and configuration.
Preferred, but not mandatory:
- Previous Helpdesk (Voice Support) experience;
- MCP/MCSE/CCNA certification.
Role and responsibilities:
- To provide 1st line/2nd 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 (where ever applicable)
- Creating child tickets and tagging them with problem ticket
- Callback the user and confirm resolution (where ever applicable)
͏Benefits
- The chance to work with Top Employer 2024 in Romania
- Attractive compensation package with a diverse set of social benefits (Private Pension Plan (Monthly Benefit budget, Medical insurance, Life insurance, Christmas bonus etc)
- Great career opportunity to work for one of the biggest brands in the world in a unique work environment
- Open-concept offices designed for both team work and relaxation with ping pong, billiards, foosball etc
- Child Birth Allowance
- Sport events sponsorship for employees
- Complex Record & recognition scheme ( both non-monetary and monetary options)
- Monthly subscription @ Bookster - the first modern library for companies in Romania
- Employee Referral Program with attractive incentive schemes
- Extra annual leave days depending on the total length of working experience at Wipro
- Growth opportunities through upskilling/ reskilling programs and a variety of learning and development platforms as well as through internal & external trainings and certifications
- Platform to actively participate and make an impact through Sustainability and Corporate Social Responsibility projects“
Experience: 1-3 Years .
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.