904 Helpdesk Jobs - Page 31

We are looking engineers for our MNC clients End user support, infrastructure and service request management Knowledge base preparation & maintain Report generation and presentation preparation for Service request & RCA L1/L2/L3 level support for Win Required Candidate profile NP- 30 Days,Immediate preferred Pic-up - Drop ,Food Facilities are optional (If availalbe) Telephonic interview is possible for other Mumbai Location

We are looking engineers for our MNC clients End user support, infrastructure and service request management Knowledge base preparation & maintain Report generation and presentation preparation for Service request & RCA L1/L2/L3 level support for Win Required Candidate profile NP- 30 Days,Immediate preferred Pic-up - Drop ,Food Facilities are optional (If available) Telephonic interview is possible for other Mumbai Location

We are looking L1 & L2 engineers for our MNC clients Basic Desktop support, Basic Network Support work with installation, configuration, and ongoing usability of desktop. Works with Help Desk work as per the established standards and guidelines. Required Candidate profile Ready to Join in 15 days, Pic-up - Drop ,Food Facilities are optional (If available) Telephonic interview is possible for other Mumbai Location

We are looking L1 & L2 engineers for our MNC clients Basic Desktop support, Basic Network Support work with installation, configuration, and ongoing usability of desktop. Works with Help Desk work as per the established standards and guidelines. Required Candidate profile Ready to Join in 15 days, Pic-up - Drop ,Food Facilities are optional (If available) Telephonic interview is possible for other Mumbai Location

We are looking L1 & L2 engineers for our MNC clients Basic Desktop support, Basic Network Support work with installation, configuration, and ongoing usability of desktop. Works with Help Desk work as per the established standards and guidelines. Required Candidate profile Ready to Join in 15 days, Pic-up - Drop ,Food Facilities are optional (If available) Telephonic interview is possible for other Mumbai Location

We are looking L1 & L2 engineers for our MNC clients Basic Desktop support, Basic Network Support work with installation, configuration, and ongoing usability of desktop. Works with Help Desk work as per the established standards and guidelines. Required Candidate profile Ready to Join in 15 days, Pic-up - Drop ,Food Facilities are optional (If available) Telephonic interview is possible for other Mumbai Location

Company Overview Administration team at Arcesium is a diverse group of individuals spread across India locations supporting bu units with varied essential facility services. The team focusses on working collaboratively with stakeholders execute tasks with precision driven by set processes and procedures. What Youll Do Supervise, guide and run employee transportation operations. Set up routes/alternates based on heat map of drop locations, specific to loads at different drop times. Organize operations/collateral documentation etc. in an efficient manner using relevant tools like 5S, Excel, Gantt charts, method maps, task cards etc. Monitor guide cab helpdesk team in terms of work allocation, fleet allocations, safety/quality checklists, functional training, RR, task planning/completion, ensure acceptable workplace behavior for cab supervisors/drivers etc. Cab provisioning as per load, rostering, safety/quality checks and timely service operations. Create algorithms for calculation of load, creation of safety/quality checklists, running safety readiness check simulations etc. Conduct drivers briefing/training and ensure their efficient management/on-site/on duty conduct and service delivery. What Youll Need 5 to 7 years of relevant experience in the employee transportation operations. Experience with direct handling of employee transportation operations and allied activities, preferable in an IT firm in Hyderabad area. Thorough knowledge of all relevant legal/statutory/safety/quality requirements for safe and efficient cab operations. Certifications in fire safety, physical security, first aid, employee transportation/operations management, legal requirements related to transportation. Operations, trainings on cab scheduling tools like MoveInSync/Safe Trax

Formal Education & Certification - Graduate in any discipline - Basic computer knowledge required (MS- Office Applications) - Proven ability to adapt to new tools by applying logical approach - Work experience as per the job grade. - Typing speed of 30 wpm with 100% accuracy Core Role Responsibilities - Handle Tier HR helpdesk queries in line with the set procedures and knowledge base. - Provide HR Helpdesk support to the Employees, Line Managers, Vendors and 3rd parties - Ensure call details are logged in the ticketing tool with proper notes - Ensure data privacy processes is followed with atmost focus - Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures Knowledge & Experience - International voice process experience - Mandatory - US voice process experience - Preferred - Experience in International HR Helpdesk - Preferred - Experience in international chat process - Mandatory - Understanding of various processes of core HR Operations - Good understanding of various HR Systems/ applications and case management tools like ServiceNow, Workday. - Understanding of Service level agreements - Understanding of the Telephony tools e.g. Avaya Behavioral Attributes - Excellent written and verbal communication skills - Excellent probing, problem-solving and decision making skills. - Logical and efficient, with keen attention to detail. - Strong customer service orientation. - Effective Troubleshooting skills. - Learning agility Aptitude to venture in to unknown territories. - Good researching skills Work Conditions - Ability to work 24*7 shift timings with rotational week offs - Flexible working as per queue requirement for both Voice and Chats #If interested, kindly share CV along with below details to mohamed.navayuga@gmail.com for Application Registration process. Total year of experience: Relevant year of experience; Full Name: Mail ID: Phone Number: Date of Birth: PAN Number: Current Location: Preferred Location; Current CTC: Expected CTC: Official Notice period: Any Career Gap or Educational Gap: Graduation done in Regular or Distance:

Hi, We are hiring for the Leading ITES Company for HR Manager Profile. Job Description: Minimum 10 years of experience in India HR domain. Knowledge of India process and system, starting from Hire to Retire cycle Knowledge to follow policies and procedures, advice on tax Exposure in forming Global Capability Center Take ownership to validate and approve HR, Recruitment, Workforce Admin, Payroll, Tax etc. Complete Hire to Retire cycle Ability to audit and provide reports timely Process-specific Responsibilities Experience in India HR area Helpdesk Experience of handling a wide range of diverse, sensitive and confidential activities within a customer facing environment. An understanding of India taxation, Statutory compliance (PF, ESI, PT etc.) An understanding of manual calculations Technical Experience MS Office tools (i.e. Excel, Word, Powerpoint) Experience in HR, Payroll tools and Application tracking systems Required Competencies and Levels Analytical skills and attention to detail- The Payroll specialist should have the skill to look at complex numbers and try to find disparities and cost-saving areas. Communication Skills - The Payroll specialist will need good listening and communication skills when working with clients, listening to issues, and acting in the right/ accepted manner will be most important. Organizational Skills - Working gets hectic during peak times as per nature of work. Knowing about every document and client will be of great help. BPS : Taking Ownership - Accountable for integrity systems, coherence of strategic choice & wisdom of policies/ accountability for results and tasks. Academic Qualification: MBA preferred Skills : a)Minimum 10 years of experience in HR domain. b) Experience in HR, Payroll tools and Application tracking systems c) Understanding of India taxation, Statutory compliance (PF, ESI, PT etc.) d) Any Graduate To Apply, WhatsApp 'Hi' @ 9151555419 Follow the Steps Below: Click on Start option to Apply and fill the details Select the location as Other ( to get multiple location option ) To Apply for above Job Role ( Chennai ) Type : Job Code # 535

Receive & log calls/complaints/requests from clients/customers/tenants etc into the Servimax. Handle Servimax Software Efficiently and Effectively. Forwarding on reactive calls to shift engineers. Issue job cards. Inputting weekly timesheets from Engineers. Answering queries from the tenants Liaising frequently with tenants Generating Performance reports to present to Mall Manager on Monthly basis Maintaining the ongoing works schedule Filing of paperwork Taking/Producing Minutes of Weekly and Monthly Meetings Daily operations of the Help Desk function including delivery, problem escalation/resolution. Notify the Safety & Security Head/ Officer and Mall Manager on site at the time of all Emergency Calls. Maintenance and monitoring of network resources such as Printers, Fax Machines and other office equipments is required In addition to the above mentioned duties and job functions, any other assignments given by Management, within the purview of the contract. Location: On-site -Gurugram, HR Scheduled Weekly Hours: 48

Department Responsibilities : Provide first level support to all departments throughout the organization which includes data extracts, coding reports or solutions, and analysis of application issues reported to determine if they are programming or data related issues. Responsible for converting Helpdesk tickets to Trak ITs if programming issue is deemed. Position Purpose: The Recordkeeping Support Senior Specialist provide user and client support; independently responding to complex support tickets by analyzing code for potential defects and making data updates and/or proposing recommendations for code enhancements. The Senior Specialist provides research findings and results via written documentation and verbal communication to their customers; works with the IT developer(s) and DBA staff assigned to related projects. The Senior Specialist makes formal recommendations for IT development requirements and escalates potential global and/or financial risks associated to all inquiries; responsible for seeking repeat tickets and to resolve root-cause. Skills/Competencies: Minimum three years experience with PCs and MS Office software applications Ability to write intermediate level SQL transacts Ability to write complex stored procedures Ability to write unix korn shell scripts and schedule jobs in crontab file Ability to locate and interpret Sybase objects to include triggers,stored procedures, constraints; cold fusion code; unix scripts, and sqr Ability to work in a team environment to ensure common goal of providing exceptional customer service. Can work independently without direct supervision Ability to adapt to changing environment and shifting priorities as relates to business needs Excellent analytical skills and problem resolution skills Excellent written and oral communication skills Minimum five years 401(k) and Retirement Plan knowledge Job Duties/Responsibilities: Write and maintain programs of high complexity to provide reports and data results to users to include simple Sybase stored procedures, unix korn shell scripts, add-hoc sqls, and access database Ability to extract code from TFS and analyze code to determine if coding errors exists Ability to identify and target repeat requests to design permanent solution to alleviate repeat tickets Responsible for maintenance of the ARK Helpdesk Reports Database Responsible for maintenance of ARK Solutions and securing access to management/supervisor level Research application errors by identifying code and debugging for potential code defects Run daily reports for tracking, trending and quality management reports Identify and document user education opportunities by reviewing support tickets and provide direction for training opportunities for specific business units Provide clear and concise communication regarding all research findings for tracking and trending analysis; documentation and verbal communication Work with DBAs, Developers, Business Analysts to research and resolve support tickets Provide quality customer service to all clients; internal and external Successfully meet or exceed service standards established by the organization Organize and schedule meetings to gather requirements for creating complex reports in the ARK Reports and Solutions database Oversee special projects for the department outside the scope of helpdesk tickets Trending Analysis; tracks tickets and root-causes to identify trends specific to financial exposure to BRS and/or client dissatisfaction Provide training curriculum and conduct training for Entry Level and Intermediate Level Support Associates Responsible for semi-annual support of DR exercises Provide support of IMPACT creating and modifying Process Setups, researching Application Errors and creating new reports in support of business functions Provide support for AMP through creation of new alerts, maintenance on existing alerts and researching errors and other inquiries of alerts originating from the tool Responsible for protecting and securing all client data held by Ascensus to ensure against unauthorized access to and/or improper transmission of information that could result in harm to a client The I-Client philosophy and the Core Values of People Matter, Quality First and Integrity Always® should be visible in your actions on a day to day basis showing your support of our organizational culture

Job Title Executive - Front Office Job Description Summary Handling the Visitors and Telephone calls. Coordinating for FM services for interviews, meetings and common areas. Operate the EPABX system. Major Responsibilities: Handling the Visitors and Telephone calls. Coordinating for FM services for interviews, meetings and common areas. Operate the EPABX system. To liaise with contractor for any malfunctions detected in EPABX and the system software. To take care of visitors to the office premises by receiving and guiding them properly in the manner as set out by FM. To continuously update the employees list of telephone numbers and addresses at site. To assist FM in organizing VIP visits and important client meetings as instructed. To coordinate in getting the visiting cards of the employees printed as per schedule . To assist the AFM in data entry and Vendor bill verification work. To assist in mail management Car/hotel bookings for the Staff. Co ordinate with the Security Team for all enable/deactivate the access badges To promptly notify help desk/FM about issue observed if any. To promptly inform the Help desk/FM about any office equipment if observed having any problem. Liaison with telecommunication agencies as and when required or instructed by FM. Implementing all CW procedures as directed by FM at site. Assist FM in implementing the EHS standards at site. Maintaining Inter-Departmental contact according to communication guidelines issued by FM. Qualification Graduate Work Experience Minimum Experience - 2 Years in the same profile with corporate Compensation : Commensurate with market INCO: Cushman Wakefield

Roles Responsibilities : J ob Summary: The individual must possess basic skills and abilities to perform the essential functions of the role effectively. The role involves providing Level 1 support for tools and applications, coordinating with stakeholders, and ensuring prompt resolution of issues. Key Responsibilities: Provide Level 1 support for tools/applications and coordinate with stakeholders until closure. Obtain and evaluate all relevant data to manage complaints and inquiries effectively. Monitor and dispatch incidents/tickets to the appropriate technical solution group. Efficiently resolve complaints to completion, ensuring customer satisfaction . Complete call notes and reports as required and update them in the CRM . Create reports using MS Office tools (Excel, PowerPoint). Record details of comments, inquiries, complaints, and actions taken . Handle administration, communication, and coordination with internal departments. Flexible and willing to work in rotational shifts within a 24/7 helpdesk environment . Qualifications Educational qualification: Bachelors Degree in any field. Experience :

Job Title: Technical I, Global Service Desk (TCF) Job Description Job Description: Specialist, Global Service Desk - Remote Desktop Support Engineer IT S ervice Management (ITSM) Function: IT Global Service Desk (Location GGN / WAH) Roles & Responsibilities: Initial assessment of reported incident or service request at Helpdesk Provides support for basic incidents reported via email, ticket or phone Follow triage for High Severity Incidents and start Sev1/2 ticket Hand over the all Sev1/2 incidents to Systems Availability Manager / BRC Resolve basic incidents and requests regarding the use of application software products and/or infrastructure components Collect information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. Escalating tickets to L2/L3 in timely manner for problems beyond the scope of their ability or responsibility Asking questions about the problem and explaining possible solutions Dealing with common or basic technical issues Taking remote desktop to diagnose the root cause and provide fix Using automated diagnostic programs to solve network problems Updating knowledge bases with details of common problems Using helpdesk software to log calls with descriptions of issues, progress and solutions Adhere to response & resolution SLA s Desired Skills: Excellent verbal and written communication skills Working experience on BMC Remedy tool Should be willing to work in shifts (24*7) Overall, should be a good team player with willingness to learn and drive to achieve. ITIL certification (added advantage). Knowledge of SolarWinds monitoring tool (added advantage) Working experience into remote support tool (added advantage) Window OS & desktop troubleshooting knowledge Qualification: Graduate with Diploma/Certificate in Information Technology Regular degree/diploma in Information Technology, B.E, B. Tech, BCA / MCA, BSCIT (would be given preference) Certifications & Specializations ITIL V3 / ITIL Advanced Certifications in network i.e., CCNA - Cisco Certified Network Associate, CCNP - Cisco Certified Network Professional, CCIE - Cisco Certified Internetwork Expert (would be given preference) Experience: 3 to 5 years in industry 2 years working experience in IT Service Desk / Helpdesk Level & Compensation: Band as per legal entity title Location: IND Gurugram - Ground Floor 243 Tower B SP Infocity Udhyog Vihar Dundahera Language Requirements: Time Type: Full time

Position Summary This role consists of supporting the Ariba users for any queries and incidents by providing the accurate answers & support, of providing regular training to the Ariba users and of managing the Ariba Access Rights. Key Result Areas Procurement Helpdesk Support Collect queries from Ariba users and classify them by type and by priority. Answer/solve timely queries. Develop and communicate Q/A for Ariba Users. Develop Training Materials and Ariba User Guidelines. Perform regular trainings to different type of users. Ariba User Access Management Collect request for access to Ariba and control the rationale. Implement the access rights dully validated. Perform regular user access rights to deactivate unnecessary accesses, implement and document the results. Key Skills Efficiency Strong analytical skills. Ability to synthesize. Ability to consolidate large volume of data into structured and simple outputs. Ability to arbitrate and prioritize. Ability to interact with all levels of the organization. Solutions and results oriented. Openness and flexibility to address challenges from various perspectives in order to find the best possible way to manage the challenge. Accountability Capacity to learn. Ability to undertake initiative. Customer service. Ability to innovate and seek for advances in technology and practices. Communication Excellent written and verbal communication. Networking skills: Ability to liaise with members of other functions. Ability to work and communicate with different cultures, levels and organizations world-wide. Finance Finance Acumen Procurement proficiency ARIBA proficiency

A Zoho HRIS Implementation Specialist is responsible for the successful deployment, configuration, and optimization of Zoho People and related HR applications for clients. This role requires a strong understanding of HR processes, excellent technical skills in the Zoho ecosystem, and the ability to translate business requirements into effective HRIS solutions. Heres a detailed Job Description: Job Title: Zoho HRIS Implementation Specialist Job Summary: The Zoho HRIS Implementation Specialist will lead and support the implementation of Zoho People and other integrated Zoho HR applications (e.g., Zoho Payroll, Zoho Recruit, Zoho Expense, Zoho Shifts) for our clients. This role involves collaborating with clients to understand their HR processes, configuring the Zoho HRIS to meet their specific needs, migrating data, providing training, and ensuring a seamless transition to the new system. Key Responsibilities: Discovery & Requirements Gathering: Conduct in-depth workshops and interviews with clients to understand their current HR processes, pain points, and business requirements. Analyze existing HR systems and data to identify migration strategies. Document detailed functional and technical requirements for the Zoho HRIS implementation. System Configuration & Customization: Configure and customize Zoho People modules, including Employee Management, Attendance, Leave Management, Shift Management, Timesheets, Performance Management, Learning Management, and HR Helpdesk. Set up and optimize Zoho Payroll, Zoho Recruit, Zoho Expense, and Zoho Shifts as per client needs. Develop custom forms, workflows, automation rules, and approvals using Zoho Deluge scripting or other Zoho Creator functionalities. Design and implement custom reports and dashboards within Zoho People and Zoho Analytics. Data Migration: Plan and execute data migration strategies from legacy systems to Zoho HRIS. Ensure data accuracy, integrity, and completeness during the migration process. Integration: Integrate Zoho HRIS with other Zoho applications (e.g., Zoho CRM, Zoho Books). Testing & Quality Assurance: Develop and execute comprehensive test plans to ensure the stability, performance, and usability of the implemented solution. Conduct user acceptance testing (UAT) with clients and address any identified issues. Training & Support: Develop and deliver comprehensive training programs to HR teams and end-users on how to effectively utilize Zoho HRIS. Create user manuals, FAQs, and how-to guides. Provide post-implementation support and troubleshooting for any system-related issues. Project Management & Communication: Manage multiple implementation projects simultaneously, adhering to project timelines and budgets. Communicate effectively with clients, stakeholders, and internal teams throughout the project lifecycle. Provide regular project status updates and proactively identify and mitigate risks. Continuous Improvement: Stay updated on the latest Zoho HRIS features, updates, and best practices. Recommend enhancements and improvements to clients to maximize their HRIS utilization. Requirements Bachelors degree in Human Resources, Business Administration, Information Technology, or a related field. 1 to 2 years of proven experience in HRIS implementation, with a strong focus on Zoho People. In-depth functional and technical knowledge of Zoho People and its core modules (Employee Management, Attendance, Leave, Performance, Recruitment, Payroll, etc.). Hands-on experience with Zoho Payroll, Zoho Recruit, Zoho Expense, and Zoho Shifts. Proficiency in configuring workflows, custom fields, layouts, and automation within Zoho. Strong analytical and problem-solving skills with a keen attention to detail. Excellent communication, interpersonal, and presentation skills, with the ability to interact effectively with stakeholders at all levels. Ability to grasp client requirements quickly and translate them into practical, scalable solutions. Strong organizational and time management skills, with the ability to manage multiple projects simultaneously. Customer-first mindset and a commitment to delivering high-quality solutions.

Role Purpose The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro’s Service Desk objectives Do 1. Be responsible for primary user support and customer service a. Respond to queries from all calls, portal, emails, chats from the client b. Become familiar with each client and their respective applications/ processes c. Learn fundamental operations of commonly-used software, hardware and other equipment d. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software e. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits f. Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework 2. Regular MIS & resolution log management on queries raised a. Record events and problems and their resolution in logs b. Follow-up and update customer status and information c. Pass on any feedback, suggestions, escalations by customers to the appropriate internal team d. Identify and suggest improvements on processes, procedures etc Deliver No Performance Parameter Measure 1 Service Desk Delivery Adherence to TAT, SLA as per SoW Minimal Escalation Customer Experience 2 Personal Attendance Documentation etc Mandatory Skills: SD - Remote Desktop Support.

Role Purpose The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro’s Service Desk objectives Do 1. Be responsible for primary user support and customer service a. Respond to queries from all calls, portal, emails, chats from the client b. Become familiar with each client and their respective applications/ processes c. Learn fundamental operations of commonly-used software, hardware and other equipment d. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software e. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits f. Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework 2. Regular MIS & resolution log management on queries raised a. Record events and problems and their resolution in logs b. Follow-up and update customer status and information c. Pass on any feedback, suggestions, escalations by customers to the appropriate internal team d. Identify and suggest improvements on processes, procedures etc Deliver No Performance Parameter Measure 1 Service Desk Delivery Adherence to TAT, SLA as per SoW Minimal Escalation Customer Experience 2 Personal Attendance Documentation etc Mandatory Skills: SD - Remote Desktop Support.

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLA’s defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: HWS (Empl Helpdesk)).

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLA’s defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: HWS (Empl Helpdesk)).

Role: The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipros Service Desk objectives Do: Be responsible for primary user support and customer service Respond to queries from all calls, portal, emails, chats from the client Become familiar with each client and their respective applications/ processes Learn fundamental operations of commonly-used software, hardware and other equipment Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework Regular MIS & resolution log management on queries raised Record events and problems and their resolution in logs Follow-up and update customer status and information Pass on any feedback, suggestions, escalations by customers to the appropriate internal team Identify and suggest improvements on processes, procedures etc. Deliver: No. Performance Parameter Measure 1. Service Desk Delivery Adherence to TAT, SLA as per SoW Minimal Escalation Customer Experience 2. Personal Attendance Documentation etc. Mandatory Skills: TIS Service Desk. Experience1-3 Years.

Role Purpose The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro’s Service Desk objectives Do 1. Be responsible for primary user support and customer service a. Respond to queries from all calls, portal, emails, chats from the client b. Become familiar with each client and their respective applications/ processes c. Learn fundamental operations of commonly-used software, hardware and other equipment d. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software e. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits f. Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework 2. Regular MIS & resolution log management on queries raised a. Record events and problems and their resolution in logs b. Follow-up and update customer status and information c. Pass on any feedback, suggestions, escalations by customers to the appropriate internal team d. Identify and suggest improvements on processes, procedures etc Deliver No Performance Parameter Measure 1 Service Desk Delivery Adherence to TAT, SLA as per SoW Minimal Escalation Customer Experience 2 Personal Attendance Documentation etc Mandatory Skills: TIS Service Desk.

Role: The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro’s Service Desk objectives Do: Be responsible for primary user support and customer service Respond to queries from all calls, portal, emails, chats from the client Become familiar with each client and their respective applications/ processes Learn fundamental operations of commonly-used software, hardware and other equipment Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework Regular MIS & resolution log management on queries raised Record events and problems and their resolution in logs Follow-up and update customer status and information Pass on any feedback, suggestions, escalations by customers to the appropriate internal team Identify and suggest improvements on processes, procedures etc. Deliver: No. Performance Parameter Measure 1. Service Desk Delivery Adherence to TAT, SLA as per SoW Minimal Escalation Customer Experience 2. Personal Attendance Documentation etc. Mandatory Skills: TIS Service Desk.

Role: The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipros Service Desk objectives Do: Be responsible for primary user support and customer service Respond to queries from all calls, portal, emails, chats from the client Become familiar with each client and their respective applications/ processes Learn fundamental operations of commonly-used software, hardware and other equipment Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework Regular MIS & resolution log management on queries raised Record events and problems and their resolution in logs Follow-up and update customer status and information Pass on any feedback, suggestions, escalations by customers to the appropriate internal team Identify and suggest improvements on processes, procedures etc. Deliver: No. Performance Parameter Measure 1. Service Desk Delivery Adherence to TAT, SLA as per SoW Minimal Escalation Customer Experience 2. Personal Attendance Documentation etc. Mandatory Skills: TIS Service Desk. Experience3-5 Years.

Role: Service Desk Manager Do: ESSENTIAL DUTIES/RESPONSIBILITIES : - Oversee help desk support to ensure that end user problems are resolved in a timely and effective manner, enabling users to access needed information and utilize technology resources effectively. - Improve productivity at ServiceDesk by focusing on reducing incidents, use self-heal and self-help techniques to reduce call flow at SD. - Communicate effectively with customers and stakeholders to assess support needs, assist in the identification of technology needs, and respond to customer service concerns. - Train and guide support specialists to effectively utilize help desk problem-management process (the identification, prioritization, escalation and resolution of end user help requests) to ensure quick and accurate responses to all end users, while emphasizing a customer-focused attitude. - Establish and monitor service level targets/benchmarks and measure performance against those benchmarks. Establish and monitor Compliance level across the region - Patch, AV and security standards - Track and analyze support calls and information requests to identify areas of need and create strategies to enhance end-user capacity and end-user reliance on support personnel. - Develop and maintain comprehensive documentation, includingoperations guidelines and procedures, inventory checklists, deployment guides, budget information, training guides and support materials. - Measure and report on unit performance via metrics and indicators of service level activity and customer satisfaction. Provide regular helpdesk performance and utilization reports to leadership. - Manage the inventory, support and maintenance of the region/location's end user technology assets, including, but not limited todesktop and notebook computers, mobile devices (smart phones, tablets, etc.), printers and software. - Facilitate equipment, services, and software purchases and implementation; and manage inventory and licensing reconciliations. Conduct research and make recommendations on hardware and software products, services, protocols, and standards. SECONDARY DUTIES/RESPONSIBILITIES: - Recommend changes or enhancements in available information technology or equipment as prompted by feedback via the user support function. - Engage in ongoing research of emerging trends and new technologies which may benefit the corporation's goal of strategically implementing technology to enhance business performance, and specifically support the support services function. - Participate in the planning, policy and decision making discussions involving information management projects. - Provide occasional technical support and best practice advice for offsite Corporation events. - Research and implement special projects and other duties as assigned. NATURE OF WORK CONTACTS - Works closely with staff and management from other units and divisions. - Regular interactions with GNOC such as network administrators and server admi. - Periodic correspondence and interaction with vendors Management staff Mandatory Skills: TIS Service Desk. Experience8-10 Years.