Hiring For Service Desk Engineer- SME

Wipro

4 - 9 years

4 - 9 Lacs

pune

Posted:1 month ago| Platform:

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Skills Required

service desk it helpdesk it service desk subject matter expertise global

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Monitors open tickets for service level breaches

Identifies potentially major problems
Uses established procedures, guidelines, and standards
Responds to changing business needs by recommending new ways to handle new issues
Monitors the direction of appropriate incident tracking processes to be followed by team
Reports Incidents and SRs. Reports will be generated from various tools available within the infrastructure
Conducts leave and resource management for each queue
Handles escalated calls
Implements SIP and CIP
Conducts quality audits, coaches, and mentors the team members
Prepares Materials for: Escalation calls thrice a week, Low CSAT calls twice a week, Help File calls, Incident Management calls, and First Call Fix exception calls
Attends the monthly quality meeting and BMC Remedy Resolver Group Team Leads

Preferred candidate profile

Candidate who has experience in Service Desk, Global Service desk and managing as SME currently.

Perks and benefits

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