Wipro is hiring for IT Service Desk Agent L1

Position: IT Service Desk Agent L1

Qualification: A Graduate degree in Management Studies, Business, Marketing, or any other related discipline)

Batches: Not mentioned

Salary: 3.5-4.5 LPA(Expected)

Location: Across India

Interview rounds: Telephonic round, SpeechX (Voice & Accent) assessment.

Language: Proficient in English (Read + Write + Speak)

Equivalent test of spoken and written and technical IT specific knowledge in both and English

Responsibilities:

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 enquiries to Resolver Groups as appropriate
Re-routes misdirected calls
Escalates tickets which 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

Prerequisites:

5 days working and any 2 week offs.

Should be flexible in 24*7 shifts.

Excellent Communication

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