Service Desk Analyst with Spanish
* all languages are compulsory
LEVEL OF STUDIES:
University degrees or university student in the last year
REQUIRED PROFESSIONAL EXPERIENCE:
Professional certificate in Windows operating systems and networking
Knowledge of the following foreign languages:
English advanced (writing, reading, using conversational language)
The second language (Spanish) advanced (writing, reading, using conversational language)
Knowledge of ITIL Processes
Good interpersonal and communication skills
Orientation of clients services and the capacity to work in a team
Excellent skills for Soft & working keyboard
Communication skills (Verbal & Written) to treat general clients
Solving of problems that are sensitive to clients, rapidly and in time.
Capacity to work in inadequate situations.
Knowledge of ITIL Service Delivery (procedure concerning to incidents, problems and administration of changes
Troubleshooting skills and experience in solving LU, reset PWD and transmitting messages
Troubleshooting skills and applications shrink-wrapped (MS office, Adobe etc.)
Capacity of synthesis
Preferably knowledge of MAC devices
Troubleshooting skills for VPN connectivity, dial-out, wireless routers
Register with knowledge of active addresses, controllers etc.
Exposure of instruments of password resetting
Previous experience in technical support shall be preferred.
Previous experience in IT support in Corporate environment and/or other functions of great sensitivity referring to clients
REQUIRED WORK EXPERIENCE:
+ 6 months of experience in labour
Previous experience to a position of relations with customers is a requirement of the job.
Previous experience in technical support constitutes an advantage.
Offering the technical support by phone or email making the proof of professionalism in the relationship with clients.
TASKS, ATTRIBUTIONS, ACTIVITIES:
Management of tickets (working orders) according to the performance indicators and SLA (Service Level Agreement) established at a process level: Responsible for the creation of work tickets/allocation /division on categories/ prioritization/monitoring/escalation/conclusion and obtaining of the feedback.
Managing phone calls received from the customer by the application of the rules and specific provisions communicated to process level
Solving the problems of a technical nature and following steps/stages for dealing with specific incidents reported at the level of process; compliance with all parameters and in compliance with the specifications communicated
Incident Management/ management of incidents occurring:
Preparing MIS incident in accordance with the requirements
Redistributing tickets which have not been resolved (where applicable)
Routing/ tracking tickets allocated in the system or with other PRG
Proactive action with a view to effective management of queue (Remedy Queue Management)
Management/ management of matters:
Identification of the general trend manifested at the level of calls/ tickets and communication of the results by immediate superior for better management of the activity on the project level
Creating additional tickets/ for problems simpler and connecting them to initial tickets (which describe general problem)
Monitoring to solve cases and updating customer information
Contacting the user in order to confirm that the difficulties encountered were solved (where applicable)
Adherence to the quality standards must be made known to the process level
Opportunity to work in a young and dynamic environment;
Attractive benefits package
Health insurance and dental scheme
Opportunity to develop and learn constantly
Access to internal training (job related and soft skills training)
Wipro Technologies is a trendsetter and leader in the outsourcing space.
We invite passionate, energetic, creative and focused individuals who want to be a part of our growth story!
Wipro Technologies is the best option you can find to develop your expertise in the industry. You will get immense opportunities to learn from our focused approach towards delivering long-term benefits and measurable value to our customers.