ad
ad

Service Desk Analyst Job Vacancy at Wipro in Uganda


Job Title: Service Desk Analyst
About this job

Our client Wipro is an IT Company and is seeking to recruit result driven and motivated individuals for the Vacancy above;

Duties and Responsibilities:

    * To provide 1st & 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.
    * Identifying the issue and categorizing / prioritize the incident
    * 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 reassignment to PRG's if ticket unresolved by L1/L2 (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 TL/SDM as applicable for outage confirmation
    * Creating child tickets and  tagging them with problem ticket
    * Callback the user and confirm resolution (where ever applicable)
    * Conduct Audits and Mentor L1 Team Members
    * Ability to prepare the MIS Reports.
    * Experience in handling Client Escalations and Client interfacing.
    * Drive Quality Initiatives and process excellence.
    * Recording/Updating the outage / bulletin message in Remedy / ACD based on the status update received by the PRG
    * Training the L1 team on the process / top issues
    * Responsible to meet their objectives defined by the project
    * Being compliant to all process and procedures
    * Time and Leave Management
    * Knowledge of Remedy ticketing system.

Qualifications:

    * Previous Helpdesk (Voice Support) experience preferred.
    * Experience of using call logging software.
    * Strong knowledge of Microsoft based operating systems with emphasis on Windows X
    * Good Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
    * Good Experience in troubleshooting Microsoft Office with emphasis on MS Word, MS Excel MS PowerPoint and Outlook.
    * Basic understanding of PC hardware set-up and configuration.
    * MCP/MCSE/CCNA certification would be desirable. But not mandatory
    * Should have worked as a Customer Support Engineer / Technical Support Executive / System or Network Engineer & acquired hands-on experience in the above areas in large & complex setups
    * Should have good understanding of infrastructure management processes; good understanding of process framework like ITIL is needed.
    * Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, willing to travel, open to work in shifts

Certifications:

    * A+ Certification
    * MCP (Preferred)
    * MCSE Certification (Value Add)
    * CCNA

How to Apply:

Please follow the instructions as stated below as failure to do so could lead to disqualification.

1. Send an Application letter and CV/Resume.

2. Merge these two documents into one document in either word or pdf format.

3. Do not attach or send any scanned documents, these are sometimes too large for our inbox.

4. Include the job title and/or reference number in the subject line of the email address   and send your application by email to wiprojobs@nftconsult.com

5. Only successful candidates will be contacted. For all other inquiries please contact our offices directly.




Deadline: 10th January 2013


0 comments:

Post a Comment

Click Like Button Below

ad