All offersGdańskAdminGerman Speaking_IT Service Desk
German Speaking_IT Service Desk
Admin
WIPRO

German Speaking_IT Service Desk

WIPRO
Gdańsk
Type of work
Undetermined
Experience
Mid
Employment Type
Permanent
Operating mode
Office

Tech stack

    German
    advanced
    Service Desk
    advanced
    Customer Support
    advanced

Job description

Online interview
Friendly offer
  1. Ensure timely response of all the tickets raised by the client end user
    1. Service requests solutioning by maintaining quality parameters
       
      1. Act as a custodian of client’s network/ server/ system/storage/ platform/ infrastructure and other equipment’s to keep track of each of their proper functioning and upkeep
    2.  
      1. Keep a check on the number of tickets raised (dial home/ email/chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
    3.  
  • Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
  1. Provide an acceptance and immediate resolution to the high priority tickets/ service
  2. Installing and configuring software/ hardware requirements based on service requests
  3. 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
  • Provide application/ user access as per client requirements and requests to ensure timely solutioning
  • Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
  1. Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
  2. Coordinate with on-site team for complex problem resolution and ensure timely client servicing
  3. Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner