1424 Service Desk Jobs - Page 21

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: Technology (Alight IT). Experience8-10 Years.

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 the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 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 Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Deliver NoPerformance ParameterMeasure1.100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails 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: Technology (Alight IT). Experience>10 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 Wipros 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 PerformanceParameter 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: 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: Service Desk Management . Experience3-5 Years . Quality Analyst 3+ year(s) experience as Quality analyst in Service desk and Infrastructure support environment Should have knowledge in Service Desk and Infrastructure Support Operations Should have analytical & reasoning skills Ability to create Weekly & Monthly Quality reports for the management review Ability to analyze large amounts of data and draw out meaningful, actionable summaries Expertise in Microsoft Excel & PowerPoint Collaborates well & Effective communicator at all levels Should have effective coaching skills Roles & Responsibilities Monitoring calls/ cases to evaluate domain knowledge accuracy and communication ability. Provide regular feedback and coaching based on the performance, and Coach outliers on a one to one basis and give feedback to Team Leader/Manager whenever its required. Responsible for generating daily, weekly & monthly reports for internal purposes. Ensure the Internal monitoring are in sync with the external scores provided by the clients for the site. Calibrate cases internally with the team to ensure minimum difference in the ratings. Conduct regular huddles with the teams/ training batches to share client expectations and trends observed. Performance data analysis for the team and chalking out improvement plans and executing the same, for bottom quartile. Liaise with the customer counterparts, for any/all KTs that happen. RCA on Fatal Errors and provide inputs for further training needs. Suggest Quality improvement plan. Refresher training to be conducted based on the top defects identified. Help in updating the Knowledge base. Educational Qualification: Any degree (Minimum Graduation) Relevant Knowledge Six sigma Yellow / Green Belt (added advantage) ITIL training & certification is preferrable Note: Fluent in spoken English is a mandate.

Role: Service desk lead Do: - To support the service desk agents in prompt delivery & customer service - Advise and collaborate with the agents on current issues and works toward the resolution of tickets - Manage and coordinate escalated work orders from the ServiceDesk team that requires additional troubleshooting and follow-up - Coordinate with other IT teams as appropriate for closure of any escalated ticket - Act as a liaison between Service Desk and other teams to ensure effective communication between teams - To provide liaison and governance at both internal & client levels - Undertake a weekly review of the First Line Service Desk call queues to ensure no unauthorized changes & mitigation of escalations - Measure and report on service delivery performance metrics including customer satisfaction surveys and the incident tickets - Lead in the development of good customer service practices across the service desk - Produce statistics and management reports of the service desk to client & management - Communicate all process related changes and technical updates to the team within specific timelines to ensure adherence to service desk guidelines - Capacity planning and capability development - Conduct capacity planning exercise to provide number of agents, skill levels to meet the Account Service Desk process fulfilment - Conduct shift planning to meet the service requirements of the client as per SLAs agreed - Perform briefings to Service Desk agents on changes or deployments that may affect volumes at the Service Desk - Assist SD agents by providing first line support when workloads are high, or where additional experience is required - Develop team skills and capability in managing processes to reach the desired productivity and efficiency by conducting process training/ refresher courses, providing performance feedback and managing bottom quartile team performers. - Team Management - Resourcing - Forecast talent requirements as per the current and future business needs - Hire adequate and right resources for the team - Train direct reportees to make right recruitment and selection decisions - Talent Management - Ensure 100% compliance to Wipro's standards of adequate onboarding and training for team members to enhance capability &effectiveness - Build an internal talent pool of HiPos and ensure their career progression within the organization - Promote diversity in leadership positions - Performance Management - Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports. - In case of performance issues, take necessary action with zero tolerance for will based performance issues - Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below - Employee Satisfaction and Engagement - Lead and drive engagement initiatives for the team - Track team satisfaction scores and identify initiatives to build engagement within the team - Proactively challenge the team with larger and enriching projects/initiatives for the organization or team - Exercise employee recognition and appreciation Mandatory Skills: TIS Service Desk. Experience3-5 Years.

Senior Administrator Key Responsibilities: Advanced Troubleshooting & Resolution: Handle escalated incidents and service requests, particularly those impacting high-priority clients or involving critical systems. Customer Experience Leadership: Deliver elite support experiences by proactively identifying pain points, reducing resolution time, and ensuring minimal disruption to customer operations. Process & Documentation Excellence: Create and maintain detailed knowledge base articles, SOPs, and troubleshooting guides. Contribute to automation and self-service initiatives to reduce ticket volume. Collaboration & Escalation Management: Work closely with cross-functional teams including engineering, product, and service desk to resolve issues and implement long-term fixes. Mentorship & Training: Guide junior engineers through technical challenges, conduct peer reviews, and lead knowledge-sharing sessions. Metrics & Reporting: Track and report on key performance indicators such as CSAT, resolution time, and backlog reduction. Participate in audits and quality reviews. Required Skills & Experience: 58 years of experience in technical support or IT operations, preferably in a global or enterprise environment. Strong expertise in macOS, Windows, and enterprise IT tools (e.g., ServiceNow, Microsoft Teams, VPN, printing systems). Proven ability to resolve complex technical issues independently and under pressure. Excellent communication and interpersonal skills, with a customer-first mindset. Experience with automation tools, scripting, or self-service platforms is a plus. Preferred Qualifications: Bachelors degree in Computer Science, Information Technology, or related field. ITIL certification or equivalent process knowledge. Senior Administrator

Role: Service desk lead Do: - To support the service desk agents in prompt delivery & customer service - Advise and collaborate with the agents on current issues and works toward the resolution of tickets - Manage and coordinate escalated work orders from the ServiceDesk team that requires additional troubleshooting and follow-up - Coordinate with other IT teams as appropriate for closure of any escalated ticket - Act as a liaison between Service Desk and other teams to ensure effective communication between teams - To provide liaison and governance at both internal & client levels - Undertake a weekly review of the First Line Service Desk call queues to ensure no unauthorized changes & mitigation of escalations - Measure and report on service delivery performance metrics including customer satisfaction surveys and the incident tickets - Lead in the development of good customer service practices across the service desk - Produce statistics and management reports of the service desk to client & management - Communicate all process related changes and technical updates to the team within specific timelines to ensure adherence to service desk guidelines - Capacity planning and capability development - Conduct capacity planning exercise to provide number of agents, skill levels to meet the Account Service Desk process fulfilment - Conduct shift planning to meet the service requirements of the client as per SLAs agreed - Perform briefings to Service Desk agents on changes or deployments that may affect volumes at the Service Desk - Assist SD agents by providing first line support when workloads are high, or where additional experience is required - Develop team skills and capability in managing processes to reach the desired productivity and efficiency by conducting process training/ refresher courses, providing performance feedback and managing bottom quartile team performers. - Team Management - Resourcing - Forecast talent requirements as per the current and future business needs - Hire adequate and right resources for the team - Train direct reportees to make right recruitment and selection decisions - Talent Management - Ensure 100% compliance to Wipro's standards of adequate onboarding and training for team members to enhance capability &effectiveness - Build an internal talent pool of HiPos and ensure their career progression within the organization - Promote diversity in leadership positions - Performance Management - Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports. - In case of performance issues, take necessary action with zero tolerance for will based performance issues - Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below - Employee Satisfaction and Engagement - Lead and drive engagement initiatives for the team - Track team satisfaction scores and identify initiatives to build engagement within the team - Proactively challenge the team with larger and enriching projects/initiatives for the organization or team - Exercise employee recognition and appreciation Mandatory Skills: TIS Service Desk. Experience5-8 Years.

Role: Service desk lead Do: - To support the service desk agents in prompt delivery & customer service - Advise and collaborate with the agents on current issues and works toward the resolution of tickets - Manage and coordinate escalated work orders from the ServiceDesk team that requires additional troubleshooting and follow-up - Coordinate with other IT teams as appropriate for closure of any escalated ticket - Act as a liaison between Service Desk and other teams to ensure effective communication between teams - To provide liaison and governance at both internal & client levels - Undertake a weekly review of the First Line Service Desk call queues to ensure no unauthorized changes & mitigation of escalations - Measure and report on service delivery performance metrics including customer satisfaction surveys and the incident tickets - Lead in the development of good customer service practices across the service desk - Produce statistics and management reports of the service desk to client & management - Communicate all process related changes and technical updates to the team within specific timelines to ensure adherence to service desk guidelines - Capacity planning and capability development - Conduct capacity planning exercise to provide number of agents, skill levels to meet the Account Service Desk process fulfilment - Conduct shift planning to meet the service requirements of the client as per SLAs agreed - Perform briefings to Service Desk agents on changes or deployments that may affect volumes at the Service Desk - Assist SD agents by providing first line support when workloads are high, or where additional experience is required - Develop team skills and capability in managing processes to reach the desired productivity and efficiency by conducting process training/ refresher courses, providing performance feedback and managing bottom quartile team performers. - Team Management - Resourcing - Forecast talent requirements as per the current and future business needs - Hire adequate and right resources for the team - Train direct reportees to make right recruitment and selection decisions - Talent Management - Ensure 100% compliance to Wipro's standards of adequate onboarding and training for team members to enhance capability &effectiveness - Build an internal talent pool of HiPos and ensure their career progression within the organization - Promote diversity in leadership positions - Performance Management - Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports. - In case of performance issues, take necessary action with zero tolerance for will based performance issues - Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below - Employee Satisfaction and Engagement - Lead and drive engagement initiatives for the team - Track team satisfaction scores and identify initiatives to build engagement within the team - Proactively challenge the team with larger and enriching projects/initiatives for the organization or team - Exercise employee recognition and appreciation Mandatory Skills: SD - Remote Desktop Support. Experience5-8 Years.

EMEA Generalist As an HR Generalist, you will be responsible for driving day to day HR activities & will be managing employee onboarding/offboarding, employee database management on Workday & helping in preparing standard operating procedures. Key responsibilities Responsible for managing onboarding process for EMEA region & updating new joiner profiles on Workday Auditing new joiner Workday profile & managing hiring documents Preparing weekly trackers, report, onboarding email for the upcoming new joiners Completing new hires background check process via Sterling Preparing weekly new joiner background check report Responsible for Terminating employee on Workday Managing termination process Employee documentation, preparing exit email Tracking terminated employees details Managing visa applications and settled/pre-settled status for new hires/transfer employees Maintaining weekly tracker for visa applications & other immigration cases Managing adhoc request & data management Employee Performance Management - Responsible for generating & analyzing 360 feedback reports for HRBPs, HR team, Updating employees details on 360 sites Engagement Survey Responsible for creating heatmaps, adhoc reports, deck preparation for various business units Responsible for providing required access to HRBPs Working on Adhoc reports Adhoc Workday request Changes EAs for professional, Update employee details on Workday POA process (Power of Attorney) Preparing organizational charts for Luxembourg, Milan, Germany, France Employee database management on SharePoint and Workday. Creating tickets on service desk for adhoc requests Absence Management Responsible for approving visa sponsored employee timesheets on Workday. Expenses ManagementManaging stakeholders expenses on Concur Analyst EMEA Generalist As an HR Generalist, you will be responsible for driving day to day HR activities & will be managing employee onboarding/offboarding, employee database management on Workday & helping in preparing standard operating procedures. Key responsibilities Responsible for managing onboarding process for EMEA region & updating new joiner profiles on Workday Auditing new joiner Workday profile & managing hiring documents Preparing weekly trackers, report, onboarding email for the upcoming new joiners Completing new hires background check process via Sterling Preparing weekly new joiner background check report Responsible for Terminating employee on Workday Managing termination process Employee documentation, preparing exit email Tracking terminated employees details Managing visa applications and settled/pre-settled status for new hires/transfer employees Maintaining weekly tracker for visa applications & other immigration cases Managing adhoc request & data management Employee Performance Management - Responsible for generating & analyzing 360 feedback reports for HRBPs, HR team, Updating employees details on 360 sites Engagement Survey Responsible for creating heatmaps, adhoc reports, deck preparation for various business units Responsible for providing required access to HRBPs Working on Adhoc reports Adhoc Workday request Changes EAs for professional, Update employee details on Workday POA process (Power of Attorney) Preparing organizational charts for Luxembourg, Milan, Germany, France Employee database management on SharePoint and Workday. Creating tickets on service desk for adhoc requests Absence Management Responsible for approving visa sponsored employee timesheets on Workday. Expenses ManagementManaging stakeholders expenses on Concur Analyst EMEA Generalist As an HR Generalist, you will be responsible for driving day to day HR activities & will be managing employee onboarding/offboarding, employee database management on Workday & helping in preparing standard operating procedures. Key responsibilities Responsible for managing onboarding process for EMEA region & updating new joiner profiles on Workday Auditing new joiner Workday profile & managing hiring documents Preparing weekly trackers, report, onboarding email for the upcoming new joiners Completing new hires background check process via Sterling Preparing weekly new joiner background check report Responsible for Terminating employee on Workday Managing termination process Employee documentation, preparing exit email Tracking terminated employees details Managing visa applications and settled/pre-settled status for new hires/transfer employees Maintaining weekly tracker for visa applications & other immigration cases Managing adhoc request & data management Employee Performance Management - Responsible for generating & analyzing 360 feedback reports for HRBPs, HR team, Updating employees details on 360 sites Engagement Survey Responsible for creating heatmaps, adhoc reports, deck preparation for various business units Responsible for providing required access to HRBPs Working on Adhoc reports Adhoc Workday request Changes EAs for professional, Update employee details on Workday POA process (Power of Attorney) Preparing organizational charts for Luxembourg, Milan, Germany, France Employee database management on SharePoint and Workday. Creating tickets on service desk for adhoc requests Absence Management Responsible for approving visa sponsored employee timesheets on Workday. Expenses ManagementManaging stakeholders expenses on Concur 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 NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 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 Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Deliver NoPerformance ParameterMeasure1.100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails Mandatory Skills: TIS Service Desk.

Blitz Infosystem is looking for Technical Support to join our dynamic team and embark on a rewarding career journey Provide technical assistance to end-users Diagnose and resolve hardware/software issues Document technical problems and solutions Ensure customer satisfaction through effective support

About the role: The IT Service Desk Analyst works within the IT department and is responsible for ensuring that efficient and effective responses to requests for day-to-day technical advice and support to internal employees and systems. The role will need to display a high level of competency in customer service, technical troubleshooting, and record keeping, to ensure customers receive the help required, and downstream teams receive the data they require. The IT Service Desk Analyst performs both virtual support for all global Novotech staff, and Office/Desktop support for the office they work from. The IT Analyst is expected to pro-actively look for ways to improve IT Service Delivery, whether through new processes or new technology, and work to implement those improvements in the company. There may be requirements to assist with IT Projects being run by other teams or senior team members. Minimum Qualifications & Experience: Strong customer service skills. Strong verbal and written communication skills. Strong skills in MS Office, Active Directory/Azure, Windows OS, Exchange user management. ITIL V4 Foundations. MSDST, CCNP, or MCDST certification desirable. Responsibilities: The responsibilities will vary day to day and may include: Works within the IT service desk team to provide speedy and efficient resolution of Service Desk tickets/calls via Service Desk ticket review and Service Desk system stats in line with SLAs. Help develop processes to reduce time taken to resolve Service Desk issues. Identify knowledge base gaps through daily ticket review. Create and update Novotech Service Desk SOP s/Knowledge Base. Adhere to all published Policies, SOP s, DOP s, WIs, and Knowledge Base Articles. Highlight & escalate any conflicts between these documents to your line manager and document in related tickets. Actively participate in continual service improvement programs (i.e. knowledge discovery & documentation, process improvement, technology discovery & implementation etc). Escalate to the appropriate team where necessary with detailed notes on investigation of the issue. Find opportunities for service improvement and engage the relevant teams to reduce Service Desk time taken to resolve/escalate Incidents & Requests. Assist all other Service Desk team members in following Novotech Service Desk SOP s and highlight to line management where additional training or clarifications are required. Fluent written and verbal English. Service Desk Operation Installation of hardware and software based on the documented processes within the knowledge base. In office-based locations, attend the sites either according to a schedule or ad-hoc arrangement, as directed by the team lead, with an expectation of 3 days in the office under a hybrid model. Manage local stock rooms, including reporting on current stock volumes and ordering of new stock to meet anticipated demand. Respond to incoming events in a timely manner in line with KPIs and SLAs. Update and resolve events received by the Service Desk team in a timely manner in line with KPIs and SLAs. Using the Novotech Service Desk Ticket system to record all data regarding day-to-day tasks. Self-logging of tasks completed outside of the scope of the ticket is required. E.g. walk-up, IM or telephone. Maintain accurate records and documentation of all interactions and resolutions within the Service Desk ticketing system, ensuring compliance with data protection and confidentiality guidelines. Provide training documentation and training sessions to non-IT staff on use of IT Systems and general Novotech setup. Novotech is proud to offer a great workplace. We are committed to being an employer of choice for gender equality and providing an inclusive work environment where everyone is treated fairly and with respect. Our team members are passionate about what we do, but we understand work is only of the things that is important to them. We support our team members with flexible working options, paid parental leave for both parents, flexible leave entitlements, wellness programs and ongoing development programs. We are looking for people who are passionate about working clinical research and biotech, including people who identify as LGBTIQ+, have a disability or have caring responsibilities. We are a Circle Back Initiative Employer and commit to respond to every application. We look forward to contacting you regarding your application. Minimum Qualifications & Experience: Strong customer service skills. Strong verbal and written communication skills. Strong skills in MS Office, Active Directory/Azure, Windows OS, Exchange user management. ITIL V4 Foundations. MSDST, CCNP, or MCDST certification desirable. Responsibilities: The responsibilities will vary day to day and may include: Works within the IT service desk team to provide speedy and efficient resolution of Service Desk tickets/calls via Service Desk ticket review and Service Desk system stats in line with SLAs. Help develop processes to reduce time taken to resolve Service Desk issues. Identify knowledge base gaps through daily ticket review. Create and update Novotech Service Desk SOP s/Knowledge Base. Adhere to all published Policies, SOP s, DOP s, WIs, and Knowledge Base Articles. Highlight & escalate any conflicts between these documents to your line manager and document in related tickets. Actively participate in continual service improvement programs (i.e. knowledge discovery & documentation, process improvement, technology discovery & implementation etc). Escalate to the appropriate team where necessary with detailed notes on investigation of the issue. Find opportunities for service improvement and engage the relevant teams to reduce Service Desk time taken to resolve/escalate Incidents & Requests. Assist all other Service Desk team members in following Novotech Service Desk SOP s and highlight to line management where additional training or clarifications are required. Fluent written and verbal English. Service Desk Analysts may have additional verbal and written fluency requirements based on the location they are initially hired into: Service Desk Analysts hired in Taiwan / China mainland will be required to have written and verbal fluency in Mandarin. Service Desk Analysts hired in Korea will be required to have written and verbal fluency in Korean / Hangul. Service Desk Operation Installation of hardware and software based on the documented processes within the knowledge base. In office-based locations, attend the sites either according to a schedule or ad-hoc arrangement, as directed by the team lead, with an expectation of 3 days in the office under a hybrid model. Manage local stock rooms, including reporting on current stock volumes and ordering of new stock to meet anticipated demand. Respond to incoming events in a timely manner in line with KPIs and SLAs. Update and resolve events received by the Service Desk team in a timely manner in line with KPIs and SLAs. Using the Novotech Service Desk Ticket system to record all data regarding day-to-day tasks. Self-logging of tasks completed outside of the scope of the ticket is required. E.g. walk-up, IM or telephone. Maintain accurate records and documentation of all interactions and resolutions within the Service Desk ticketing system, ensuring compliance with data protection and confidentiality guidelines. Provide training documentation and training sessions to non-IT staff on use of IT Systems and general Novotech setup. About the role: The IT Service Desk Analyst works within the IT department and is responsible for ensuring that efficient and effective responses to requests for day-to-day technical advice and support to internal employees and systems. The role will need to display a high level of competency in customer service, technical troubleshooting, and record keeping, to ensure customers receive the help required, and downstream teams receive the data they require. The IT Service Desk Analyst performs both virtual support for all global Novotech staff, and Office/Desktop support for the office they work from. The IT Analyst is expected to pro-actively look for ways to improve IT Service Delivery, whether through new processes or new technology, and work to implement those improvements in the company. There may be requirements to assist with IT Projects being run by other teams or senior team members. Minimum Qualifications & Experience: Strong customer service skills. Strong verbal and written communication skills. Strong skills in MS Office, Active Directory/Azure, Windows OS, Exchange user management. ITIL V4 Foundations. MSDST, CCNP, or MCDST certification desirable. Responsibilities: The responsibilities will vary day to day and may include: Works within the IT service desk team to provide speedy and efficient resolution of Service Desk tickets/calls via Service Desk ticket review and Service Desk system stats in line with SLAs. Help develop processes to reduce time taken to resolve Service Desk issues. Identify knowledge base gaps through daily ticket review. Create and update Novotech Service Desk SOP s/Knowledge Base. Adhere to all published Policies, SOP s, DOP s, WIs, and Knowledge Base Articles. Highlight & escalate any conflicts between these documents to your line manager and document in related tickets. Actively participate in continual service improvement programs (i.e. knowledge discovery & documentation, process improvement, technology discovery & implementation etc). Escalate to the appropriate team where necessary with detailed notes on investigation of the issue. Find opportunities for service improvement and engage the relevant teams to reduce Service Desk time taken to resolve/escalate Incidents & Requests. Assist all other Service Desk team members in following Novotech Service Desk SOP s and highlight to line management where additional training or clarifications are required. Fluent written and verbal English. Service Desk Operation Installation of hardware and software based on the documented processes within the knowledge base. In office-based locations, attend the sites either according to a schedule or ad-hoc arrangement, as directed by the team lead, with an expectation of 3 days in the office under a hybrid model. Manage local stock rooms, including reporting on current stock volumes and ordering of new stock to meet anticipated demand. Respond to incoming events in a timely manner in line with KPIs and SLAs. Update and resolve events received by the Service Desk team in a timely manner in line with KPIs and SLAs. Using the Novotech Service Desk Ticket system to record all data regarding day-to-day tasks. Self-logging of tasks completed outside of the scope of the ticket is required. E.g. walk-up, IM or telephone. Maintain accurate records and documentation of all interactions and resolutions within the Service Desk ticketing system, ensuring compliance with data protection and confidentiality guidelines. Provide training documentation and training sessions to non-IT staff on use of IT Systems and general Novotech setup. Novotech is proud to offer a great workplace. We are committed to being an employer of choice for gender equality and providing an inclusive work environment where everyone is treated fairly and with respect. Our team members are passionate about what we do, but we understand work is only of the things that is important to them. We support our team members with flexible working options, paid parental leave for both parents, flexible leave entitlements, wellness programs and ongoing development programs. We are looking for people who are passionate about working clinical research and biotech, including people who identify as LGBTIQ+, have a disability or have caring responsibilities. We are a Circle Back Initiative Employer and commit to respond to every application. We look forward to contacting you regarding your application. Minimum Qualifications & Experience: Strong customer service skills. Strong verbal and written communication skills. Strong skills in MS Office, Active Directory/Azure, Windows OS, Exchange user management. ITIL V4 Foundations. MSDST, CCNP, or MCDST certification desirable. Responsibilities: The responsibilities will vary day to day and may include: Works within the IT service desk team to provide speedy and efficient resolution of Service Desk tickets/calls via Service Desk ticket review and Service Desk system stats in line with SLAs. Help develop processes to reduce time taken to resolve Service Desk issues. Identify knowledge base gaps through daily ticket review. Create and update Novotech Service Desk SOP s/Knowledge Base. Adhere to all published Policies, SOP s, DOP s, WIs, and Knowledge Base Articles. Highlight & escalate any conflicts between these documents to your line manager and document in related tickets. Actively participate in continual service improvement programs (i.e. knowledge discovery & documentation, process improvement, technology discovery & implementation etc). Escalate to the appropriate team where necessary with detailed notes on investigation of the issue. Find opportunities for service improvement and engage the relevant teams to reduce Service Desk time taken to resolve/escalate Incidents & Requests. Assist all other Service Desk team members in following Novotech Service Desk SOP s and highlight to line management where additional training or clarifications are required. Fluent written and verbal English. Service Desk Analysts may have additional verbal and written fluency requirements based on the location they are initially hired into: Service Desk Analysts hired in Taiwan / China mainland will be required to have written and verbal fluency in Mandarin. Service Desk Analysts hired in Korea will be required to have written and verbal fluency in Korean / Hangul. Service Desk Operation Installation of hardware and software based on the documented processes within the knowledge base. In office-based locations, attend the sites either according to a schedule or ad-hoc arrangement, as directed by the team lead, with an expectation of 3 days in the office under a hybrid model. Manage local stock rooms, including reporting on current stock volumes and ordering of new stock to meet anticipated demand. Respond to incoming events in a timely manner in line with KPIs and SLAs. Update and resolve events received by the Service Desk team in a timely manner in line with KPIs and SLAs. Using the Novotech Service Desk Ticket system to record all data regarding day-to-day tasks. Self-logging of tasks completed outside of the scope of the ticket is required. E.g. walk-up, IM or telephone. Maintain accurate records and documentation of all interactions and resolutions within the Service Desk ticketing system, ensuring compliance with data protection and confidentiality guidelines. Provide training documentation and training sessions to non-IT staff on use of IT Systems and general Novotech setup.

Req ID: 328138 NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a IT Application Operations Service Analyst to join our team in Bengaluru, Karn taka (IN-KA), India (IN). Mandatory Skills Required: Microsoft Technologies: L2 Operations experience, ITIL, Service now Service Now: ITSM, CSM, Reporting & Dashboards Monitoring & Observability Tools: Azure Alerting Optional: Databricks, DataIKU Familiarity with DevOps Pipelines Incident management according to defined service levels Resolving incidents within Service Desk assignment group with the help of the knowledge base Qualify and enhancing incident description and document activities in MR ServiceNow Inform users about the ticket status Ticket processing according to the status model Dispatching to other assignment teams Monitoring all open and unassigned incidents within BDAP Coordinating joint activities and cooperating with other 2nd/3rd level support groups inside and outside the own service organization Documenting solutions in the knowledge base (Knowledge Management or in FAQs on AnalyticsNet) Monitor SLA status or close breaches Handle IT Security or mayor incidents, if necessary, by initializing BDAP Internal Critical and Security Incident Team Alert processing according to defined service levels Processing of IT Security alerts according to knowledge articles Processing of Operational alerts according to knowledge articles Handling of Azure Service Health information Define knowledge articles for new types of alerts Service Request management Prequalify, approve and document activities in the MR ServiceNow notes Tracking the Request workflow Perform compliant firewall requests and changes on behalf of users (De- and whitelisting) Creation of new Service Requests (templates) for the Digi-Ops Service Catalog and maintenance of existing ones Prioritize ticket handling within full Digi-Ops team and define ticket priority based on defined standards Request Changes or Service Requests for Digi-Ops team Manage firewall requests for DO team (De- and whitelisting) and keep PIP_Whitelisting_Status overview up to date Track status, clarify questions, push the workflow and actively report back to team Present changes / service requests in CABs (change advisory boards) User Communication Distribution in official media channels (AnalyticsNet, Yammer, by mail to the target groups, MS Teams channel) Maintain AnalyticsNet Provide FAQs, Known Errors and update existing ones Post important announcements Post maintenance windows and downtimes Check for completeness of relevant information (FAQs, user guides, etc.) Knowledge management Update knowledge base / wiki articles & documents Pick up new topics document accordingly and train new Service Desk team members accordingly Manage DO knowledge base in MR ServiceNow Manage keywords (meta data) within knowledge base Read user guides and other AnalyticsNet content, proactively check for completeness, share Knowledge in team Event support Support events within the Data Analytics community in a self-coordinated way (e.g. technical preparation of wide-range training activities, Datathon support, etc.) About NTT DATA NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https: / / us.nttdata.com / en / contact-us . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here . If youd like more information on your EEO rights under the law, please click here . For Pay Transparency information, please click here .

Req ID: 329269 NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Dynamics power platform support analyst to join our team in Ban/Hyd/Chn/Noida/Gur, Karn taka (IN-KA), India (IN). The Role The Microsoft Dynamics365 and Power Platform Support Analyst will be responsible for undertaking support, maintenance and development tasks on the Dynamics365 and Power Platform estate for a large NTT DATA client in the public sector. This role will lead the service, from taking transition of the D365 and Power Platform estate from the current team to helping establish a fully fleshed out service. The person playing this role will build working relationships with key client, incumbent and NTT DATA stakeholders, including other NTT DATA technical support and engineering teams. The role will report into the Service Delivery Manager for the respective NTT DATA account along with being part of the Applications Management practice. The Opportunity You will be working as part of our Microsoft Business Applications team to support our client in resolving their incidents and service requests. You will also be working on processing small to medium development/enhancement requests for existing clients and looking for opportunities to improve solutions where appropriate. There will be a strong focus on troubleshooting and problem solving. You will need to be comfortable picking up existing solutions and reviewing how things are configured/developed, and use supporting documentation to help troubleshoot issues. You will be working across a range of clients and industries. Core technologies you will be working with day-to-day are Dynamics 365 (Customer Engagement/CRM), C# plugins, JavaScript and Power Automate. You will gain experience of working with a range of other technologies related to the Dynamics 365 and Power Platform stack. There will be the flexibility to improve ways of working between the teams and help define more structured processes to improve efficiency. The Person Excellent must have technical skills in: Dynamics 365 (Customer Engagement/CRM) Excellent development skills in plugins (C#) and JavaScript Power Automate Managing solutions using Azure DevOps pipelines. Nice to have skills in: Power Apps Portal Power Apps Power BI Azure Logic Apps Azure Functions Azure WebJobs A strong attention to detail and excellent troubleshooting/problem solving skills. The ability to work independently and as part of a development or service desk team. Excellent communication skills. Help to train and mentor more junior colleagues. Responsible for synchronising Dev, Test, Training, Pre Prod and Production Environments. BAU support on various priority levels (P1 (High), P2, P3 P4 (Low)) and bug-fixing. Effective time management skills with the ability to work on multiple tasks simultaneously requiring experience with prioritizing tasks due to shifting priorities, fluctuating workloads, and deadline pressures.

Req ID: 327355 NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Helpdesk Associate - ITIL to join our team in Coimbatore, Tamil N du (IN-TN), India (IN). Roles and Responsibilities: - Provide L2 technical guidance in activities associated with identification, prioritization & resolution of reported problems through Phone, Email & Chat. - Activities include recognition, research, isolation, resolution & follow up steps. - Typically, the associate level participates in a supportive role by acting as a liaison between customers & departments within the Client Infrastructure. - Strong troubleshooting knowledge of MS Windows, PC Hardware, Internet Explorer, MS Office & COTS applications etc. - Sound knowledge of ITIL best practices around Incident & Request Management procedures Qualifications - Helpdesk Senior Associate at Grade-5 position in Service Desk - Must be a Graduate. B.Tech/B.E or any other technical degree preferred - Good communication skills with 1 year of international calling experience - Good comprehension & writing skills - Must possess excellent customer handling skills - Should be comfortable working in rotational shift with 24x7 support window

Req ID: 325214 NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Helpdesk Associate - L1 technical guidance to join our team in Bangalore, Karn taka (IN-KA), India (IN). Required. Roles and Responsibilities: - Provide L2 technical guidance in activities associated with identification, prioritization & resolution of reported problems through Phone, Email & Chat. - Activities include recognition, research, isolation, resolution & follow up steps. - Typically, the associate level participates in a supportive role by acting as a liaison between customers & departments within the Client Infrastructure. - Strong troubleshooting knowledge of MS Windows, PC Hardware, Internet Explorer, MS Office & COTS applications etc. - Sound knowledge of ITIL best practices around Incident & Request Management procedures Qualifications - Helpdesk Associate at Grade-4 position in Service Desk - Must be a Graduate. B.Tech/B.E or any other technical degree preferred - Good communication skills with 1 year of international calling experience - Good comprehension & writing skills - Must possess excellent customer handling skills - Should be comfortable to work in rotational shift with 24x7 support window Roles and Responsibilities: - Provide L2 technical guidance in activities associated with identification, prioritization & resolution of reported problems through Phone, Email & Chat. - Activities include recognition, research, isolation, resolution & follow up steps. - Typically, the associate level participates in a supportive role by acting as a liaison between customers & departments within the Client Infrastructure. - Strong troubleshooting knowledge of MS Windows, PC Hardware, Internet Explorer, MS Office & COTS applications etc. - Sound knowledge of ITIL best practices around Incident & Request Management procedures Qualifications - Helpdesk Associate at Grade-4 position in Service Desk - Must be a Graduate. B.Tech/B.E or any other technical degree preferred - Good communication skills with 1 year of international calling experience - Good comprehension & writing skills - Must possess excellent customer handling skills - Should be comfortable to work in rotational shift with 24x7 support window

Req ID: 326045 NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Helpdesk Senior Associate to join our team in Noida, Uttar Pradesh (IN-UP), India (IN). Requirements: Helpdesk Sr. Associate at Grade-5 position in Service Desk Must be a Graduate. B.Tech/B.E or any other technical degree preferred Good communication skills with minimum 1 year of international calling experience Good comprehension & writing skills. Must possess excellent customer handling skills Should be comfortable to work in rotational shift with 24x7 support window Job description: Provide L2 technical guidance in activities associated with identification, prioritization & resolution of reported problems through Phone, Email & Chat. Activities include recognition, research, isolation, resolution & follow up steps. Typically, the associate level participates in a supportive role by acting as a liaison between customers & departments within the Client Infrastructure. Strong troubleshooting knowledge of MS Windows, PC Hardware, Internet Explorer, MS Office & COTS applications etc. Sound knowledge of ITIL best practices around Incident & Request Management procedures.

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 Wipros 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 PerformanceParameter 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 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 Wipros 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 PerformanceParameter 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 Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 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 Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Deliver NoPerformance ParameterMeasure1.100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails Mandatory Skills: TIS Service Desk. Experience1-3 Years.

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 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 Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Deliver NoPerformance ParameterMeasure1.100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails Mandatory Skills: TIS Service Desk. Experience1-3 Years.

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: Oracle Database Admin. Experience3-5 Years.

Looking for immediate joiners, for Senior Technical Advisor role, Pune (AD, Server, Networking) Role & responsibilities: US Voice Process Profile Requirement: 1. UG / Grad both eligible with 1year of documented Technical Experience (Min 1 yr Windows Server Exp for Premier) 2. Internal Students not eligible 3. Designation offered: Technical Support Associate 4. Core Competencies/Skills/Knowledge: a. Strong Problem Solving and Troubleshooting Skills & thinks logically. b. Working knowledge of personal computer architecture and network architecture. c. Passion for Technology (curious, has desire to learn, doesnt rely on past knowledge, stays on top of latest technologies). d. EPS (Server support) operates on callback model where the cases are created for the customers and the engineers talk to the customers. They require assistance with troubleshooting on 2003,2008, 2008r2, SCCM, SCMON, Win XP, Vista, Win7, Exchange 2007, IIS, ISA e. Working/knowledge of Windows NT Server and/or Windows 2000 Server and Windows NT Workstation and/or Windows 2000 Professional f. MCP/MTA/MCSA/MCITP/MCSE Certified in Windows Server Operating Systems recommended. g. Understanding of Active Directory, DNS, DHCP, System Set up, System Performance and Domain Environment, Boot Process (Backup Process, Types Of Backup, Hyper-V Type 1 & Type 2 , Storage. *Excellent English Communication mandate* Salary : Upto 8LPA Interested, plz call: Rose (9873538143 / WA : 8595800635) rose2hiresquad@gmail.com