1421 Service Desk Jobs - Page 7

ACCESS TEAM Act as a member of the Windows Active Directory Domain Administrator Support Team in providing timely and efficient support to assigned operations Troubleshoot Active Directory authentication and LDAP configuration issues Work with other senior staff members to resolve escalated, complex incidents related to AD and VPN. Continually seek opportunities to improve our existing AD. Device Management and security controls through GPO Daily user support for all Access issues Maintaining security, standards and high availability of AD architecture Provide effective and efficient support to our users while logging this information in our Service Desk ticketing tool. Field incoming help requests from end users via telephone, e-mail and ticket logging system in a courteous manner. Ensure that Service Desk policies and procedures and best practices are implemented and adhered to, particularly our change, problem and incident management procedures (based on the ITIL v4 standards). Ensure that all calls and issues are dealt with in a timely and efficient manner. Evaluate documented resolutions and analyse trends for ways to prevent future problems. Identify and learn appropriate software and hardware used and supported by the organisation. Field incoming help requests from end users via telephone, e-mail, portal and ticket logging system in a courteous manner. Escalate calls to the relevant work stream in a timely manner. Report all suspected information security incidents and breaches Understand and adhere to all established CTM and IT policies, standards and procedures, especially Information Security policies and operational procedures. Create new starter profiles within Active Directory, office 365 and all other applications as requested in the request, as part of the New Starter procedure. Change user profiles as part of the Mover procedure. Offboard users as part of the Leaver procedure. Troubleshoot Handoff & access related issues Following the asset management procedure, ensure Assets are correctly logged and accurately maintained. ' Qualifications Bachelors Job Location

Assist in addressing and resolving data quality issues reported by users and data stakeholders, including anomalies, inconsistencies, and data quality concerns. Participate in the monitoring, tracking, and management of data quality incidents and requests, ensuring timely and effective responses. Assist in creating and maintaining comprehensive documentation of data quality issues, resolutions, and best practices for reference and training. Support the Data Quality Service Desk Lead in managing and escalating complex data quality issues to the relevant teams, ensuring appropriate actions are taken. Assist in tracking and reporting on data quality incidents and metrics to ensure transparency and accountability. Excel Basic understanding of SQL. Good communication and Aptitude. Qualifications Graduate Additional Information 100% Work from Office (24 X7) No Mobile Phones/storage devices allowed within the floor Rotational shifts Current office location is Vikhroli however team will move to Thane (GB) in few months Job Location

JOB OPPORTUNITY FOR GRADUATE FRESHER & EXPERIENCE FOR BELOW SKILL WITH IMMEDUATE JOINING & BEST SALARY Fundamental Technical knowledge how on system trouble shooting, few prominent knowledge areas are:- Microsoft Windows Operating Systems (9X, NT,2000, XP) Microsoft Office Network Connectivity Print Services E-Mail and Internet mail Familiar with Lotus Notes and MS Outlook email clients. 1. Excellent communication skills, with neutral accent. 2. Excellent written communication skills with email etiquettes. 3. Good problem solving and analytical skills 4. Excellent customer service skills 5. Ability to remain calm and courteous in periods of stress, and while facing an irate customer and managing back to back calls when 6. Flexible to work 24 X 7. Educational Qualification: Any Graduation (Any B. E/ Any B. Tech will be an added advantage) Shifts Timings: Rotational Salary- 3.0L/ A to 10L/ A ( based on performance in interview). Freshers also can apply. Qualification Experience: (0-1) year in Technical support/ International Voice Process Salary: 10 LAKHS Contact Ponint Aditya : 9686682465 / 9686454871 / 7259027282 / 7760984460

ACCESS TEAM Act as a member of the Windows Active Directory Domain Administrator Support Team in providing timely and efficient support to assigned operations Troubleshoot Active Directory authentication and LDAP configuration issues Work with other senior staff members to resolve escalated, complex incidents related to AD and VPN. Continually seek opportunities to improve our existing AD. Device Management and security controls through GPO Daily user support for all Access issues Maintaining security, standards and high availability of AD architecture Provide effective and efficient support to our users while logging this information in our Service Desk ticketing tool. Field incoming help requests from end users via telephone, e-mail and ticket logging system in a courteous manner. Ensure that Service Desk policies and procedures and best practices are implemented and adhered to, particularly our change, problem and incident management procedures (based on the ITIL v4 standards). Ensure that all calls and issues are dealt with in a timely and efficient manner. Evaluate documented resolutions and analyse trends for ways to prevent future problems. Identify and learn appropriate software and hardware used and supported by the organisation. Field incoming help requests from end users via telephone, e-mail, portal and ticket logging system in a courteous manner. Escalate calls to the relevant work stream in a timely manner. Report all suspected information security incidents and breaches Understand and adhere to all established CTM and IT policies, standards and procedures, especially Information Security policies and operational procedures. Create new starter profiles within Active Directory, office 365 and all other applications as requested in the request, as part of the New Starter procedure. Change user profiles as part of the Mover procedure. Offboard users as part of the Leaver procedure. Troubleshoot Handoff & access related issues Following the asset management procedure, ensure Assets are correctly logged and accurately maintained. Qualifications Bachelors

Infiniti Retail Ltd. is looking for Customer Service Desk to join our dynamic team and embark on a rewarding career journey Collaborate with cross-functional teams to achieve strategic outcomes Apply subject expertise to support operations, planning, and decision-making Utilize tools, analytics, or platforms relevant to the job domain Ensure compliance with policies while improving efficiency and outcomes

About The Role Kotak Mahindra Bank Department Commercial Operations Level M4 "Verification of executed legal documents as per Documentation Grid released by the legal team from time to time & Sanction Letter Term Sheet issued by the business credit team."Stamp Duty as per Legal Stamp Duty Grid is adhered too."Limits & Collateral Maintenance. "CERSAI Maintenance. (Charge Creation & Release) Checker for Mortgage, Hypothecation & Intangible assets - basis terms of sanctions."Updating of PSL for CCOD product basis the PSL template received from business along with TS SL."Insurance Policy Maintenance (basis terms of Sanction) - information to centrailzed insurance policy maintenance desk. "Preparation and releasing the Disbursement Advice to Loan Maintenance Team for disbursement of loans in LPS. (Wherever there is a term loan WCDL facility at the time of limit setting), Limit loading Instructions (LLI) to Treasury team for treasury products & CMS team for CMS products."Insertions (documents received post disbursement)."Deferral Closures (post receipt of requisite document from Business Unit against deferral obtained). "Tracking of post disbursement conditions related to Wholesale & Commercial operations in DRS as "pre-approved"."Handover of Files (All documents except Title Deeds) & Dockets (Title Deeds Property wise i.e. for every property mortgaged separate docket is a must) including insertions to DMT for further action & receipt of acknowledgement in ET Register (in case of non-ET transactions, if any). "Handover of PDC SPDC"s to the Vendor on a weekly basis & receive acknowledgement."Liaison with Auditors & Ensure no audit queries. MIS (Daily Reporting, Pending Status, Insertions)."Confirmation to DMT for Release of property & verification of the property documents before releasing to customer RM customer service."Signatories for issuance of sanction letter are in accordance to the list of signatories provided by Business & Credit"Qualification Graduate Post-Graduate Detail oriented and ability to multi-task Good Interpersonal skills and ability to work in teams Excellent Communication Skills Proficiency in MS-Office Diploma or Graduate in electrical engineering with minimum 3 years of work experience in Data center management/ operations

About The Role Kotak Mahindra Bank Department Commercial Operations Level M4 "Verification of executed legal documents as per Documentation Grid released by the legal team from time to time & Sanction Letter Term Sheet issued by the business credit team."Stamp Duty as per Legal Stamp Duty Grid is adhered too."Limits & Collateral Maintenance."CERSAI Maintenance. (Charge Creation & Release) Checker for Mortgage, Hypothecation & Intangible assets - basis terms of sanctions. "Updating of PSL for CCOD product basis the PSL template received from business along with TS SL."Insurance Policy Maintenance (basis terms of Sanction) - information to centrailzed insurance policy maintenance desk."Preparation and releasing the Disbursement Advice to Loan Maintenance Team for disbursement of loans in LPS. (Wherever there is a term loan WCDL facility at the time of limit setting), Limit loading Instructions (LLI) to Treasury team for treasury products & CMS team for CMS products."Insertions (documents received post disbursement). "Deferral Closures (post receipt of requisite document from Business Unit against deferral obtained)."Tracking of post disbursement conditions related to Wholesale & Commercial operations in DRS as "pre-approved"."Handover of Files (All documents except Title Deeds) & Dockets (Title Deeds Property wise i.e. for every property mortgaged separate docket is a must) including insertions to DMT for further action & receipt of acknowledgement in ET Register (in case of non-ET transactions, if any). "Handover of PDC SPDC"s to the Vendor on a weekly basis & receive acknowledgement."Liaison with Auditors & Ensure no audit queries. MIS (Daily Reporting, Pending Status, Insertions)."Confirmation to DMT for Release of property & verification of the property documents before releasing to customer RM customer service."Signatories for issuance of sanction letter are in accordance to the list of signatories provided by Business & Credit"Qualification Graduate Post-Graduate Detail oriented and ability to multi-task Good Interpersonal skills and ability to work in teams Excellent Communication Skills Proficiency in MS-Office Diploma or Graduate in electrical engineering with minimum 3 years of work experience in Data center management/ operations

Below is the Job Description Requirements: Descent Communications Skills (Verbal and Written) Responsibilities: 1. As a Support Analyst, you will be responsible for assisting end users on applications problems, system administration issues or network concerns. 2. Diagnose, Prioritize, Troubleshoot and Resolve IT incidents reported by the users via Telephone, Chat, Email or Walk-Ins. Who is Eligible : Any Graduate/Post-Graduate(Full time) Who is Not Eligible : Under Graduate / Distance Learning Graduate / Yet to appear final year exam / Already attended the Interview for this position in last 6 Months. Please share your updated profile to process further. Please feel free to reach me directly on my official email : Sachin.Narayankar@wipro.com

About Guidehouse Guidehouse is a leading global provider of consulting services to the public and commercial markets with broad capabilities in management, technology, and risk consulting. We help clients address their toughest challenges and navigate significant regulatory pressures with a focus on transformational change, business resiliency, and technology-driven innovation. Across a range of advisory, consulting, outsourcing, and digital services, we create scalable, innovative solutions that prepare our clients for future growth and success. The company has more than 17,000 professionals in over 55 locations globally. Guidehouse is a Veritas Capital portfolio company, led by seasoned professionals with proven and diverse expertise in traditional and emerging technologies, markets, and agenda-setting issues driving national and global economies. For more information, please visit: www.guidehouse.com Job Summary Responsible for providing on-site or remote support to employee end users in areas of personal computers, servers, cloud applications, data and voice network, and ERP systems. Diagnoses problem source through discussions with users and coordinates with internal organization support or vendors to resolve problems. Responds to user requests to research complex problems associated with telecommunications networks. Provides real-time end user ERP systems support, problem identification, and training to facilitate knowledge transfer and prevent problem reoccurrence. Level Description - Entry to established level technical individual contributor - Assists with the implementation and executes on technical initiatives and solutions - May influence other technical staff through explanation of facts, policies and practices related to job area Organization Impact & Communication - Achieves operational targets within job area with direct impact on results - Executes daily work within existing procedures and guidelines - May influence other technical staff through explanation of facts, policies and practices related to job area - Communicates with contacts typically within the project area or technical department on matters that involve obtaining or providing information requiring some explanation or interpretation in order to reach agreement Innovation & Complexity - Entry to established level technical individual contributor - Builds on knowledge of an industry or segment and works to deepen experience across a range of projects - Follows operating guidelines and identifies recommended enhancements in processes to improve effectiveness of job area - Works under close to limited supervision on small to midsize projects or assignments Leadership & Talent Management - Requires general instructions for new lines of work or special projects - Assists with the implementation and executes on technical initiatives and solutions - Relies on limited experience and judgment to plan and accomplish assigned tasks and goals Knowledge & Experience - Requires technical knowledge of job area typically obtained through advanced education combined with experience. - Requires a University Degree and minimum 2-4 years of prior relevant experience; some roles may require graduate-level education Masters or Doctorate degree (Relevant experience may be substituted for formal education or advanced degree) What You Will Do : Guidehouse is looking for an IT professional with experience providing technical support in a fast-paced, service-oriented environment. As part of the Guidehouse Service Desk team, this individual will work closely with other IT professionals to resolve technical issues and provide essential services to Guidehouse employees working in over 60 offices and remotely around the globe. The role will include offering in-office A/V Meeting support in Chennai & other office locations physically or remotely by providing support & travelling to offices. You will promote the use of and provide users training on our A/V technology as well as ensure the technology is in working order, assist users with connecting to the technology, and troubleshoot the A/V Systems. You will also act as a Tier 2 Service Desk support agent, resolving issues using your skillset and our extensive Knowledgebase for solutions to common problems, troubleshooting new or infrequent issues, and documenting newly found technical scenarios work arounds. Being successful will also be dependent on your ability to team with other GH IT staff, including our highly technical engineering team, as well as interact with our Leadership. These duties will be performed in a highly professional manner, utilizing your great verbal and written communication skills Essential Job Functions Be a Microsoft Teams and Collaboration evangelist for Logitech, Microsoft Teams and other Collaboration technologies. Provide training sessions to demonstrate and teach users how to use the full spectrum of Logitech equipment. Communicate collaboration technology in an engaging and storytelling” type manner. Operate, maintain, troubleshoot, and upgrade video conferencing equipment. Work with 3rd party vendors to troubleshoot issues and perform root cause analysis for failed cases. Conduct daily A/V equipment audits and maintain accurate records. Follow defined processes and ensure that the processes are adhered to by the team. Build relationships with internal customers to ensure they are successful when making use of technology. Determine participants' existing knowledge, prepare pertinent, meaningful use cases which will idealize the use of collaboration technology in the environment. Manage calendar assignments for meeting support and coordination of testing and maintenance Partner with the customers to understand the audio and video requirements for various events. Before scheduling large events, conduct sound, visual, and performance quality checks on AV equipment to ensure everything works flawlessly. Prior to large-scale meetings, perform dry runs to ensure all equipment operates smoothly. Troubleshoot and resolve A/V Technical issues promptly. Maintain technical skills and knowledge of market trends and competitive insights; collaborate and share with the technical community. Conduct daily hardware checks in conference rooms, offices, and workstations (HDMI cables, monitors in working order, remotes in conference rooms) Conduct daily printer checks Additional Responsibilities Provide in-office 1st and 2nd level Deskside IT support primarily to Chennai office locations and remotely covering other office locations when it is required. Provide remote 2nd level Support as a part of the Global IT Service Desk - Troubleshoot and resolve hardware, software, application, network, user access, or related issues. Escalate more complex problems or unresolved issues to next level of support Utilize the existing management-tracking tool ServiceNow for all related incident tracking, service tickets, and change requests. Answer questions and provide training on printer usage Accept, inventory, and work with Asset Management to arrange for shipment of any Guidehouse equipment turned into the office Work with asset management to troubleshoot hardware laptop issues (fan cleaning, missing power packs, etc.) In-office liaison with End-point management and Intune team for networking, battery backup solutions testing, etc. Address client questions using available information resources Comply with Corporate IT Service Management and Service Desk policies, procedures and directives Achieve metrics in support of service level agreements, client satisfaction surveys, and completed incidents/requests Recommend process changes as needed to improve service levels Communicate company policies and standards Travel, as necessary What You Will Need : Minimum 5 years’ experience supporting any Audio-Visual hardware and software. Minimum 5 years’ experience with Zoom Meetings, Events, and Webinar, Teams Meetings and Teams Live, Cisco WebEx Meetings and Webinar, and other industry-standard meeting platforms. Advanced technical knowledge of how-to setup, install, troubleshoot connections for audio visual equipment including cameras, microphones, projectors, touchscreens, Logitech devices and monitors. Strong written and verbal communication skills, including the ability to adjust to the audience's technical level and explain complex ideas clearly and concisely and the ability to communicate clearly and professionally with end users, Executives, and IT management. Must be comfortable presenting in front of a camera and audience to deliver virtual training and webinars. The ideal candidate will be able to deliver engaging training and presentations. Minimum 2-5 years of working knowledge and hands-on support of Windows 10 and Windows 11 in an Active Directory environment Must be able to work independently and self-directed, and within a team Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals required Experience with Microsoft operating systems and Microsoft Office including Microsoft Teams Experience working professionally with customers remotely via phone, chat, email, and in person Strong communication (written and verbal), multitasking and customer service skills Work effectively in a team environment to maintain Service Desk coverage and support model Proficient in managing multiple tasks at one time and prioritizing said tasks Experience supporting smart phones including iPhone and Android models Strong problem-solving skills Must be proactive, punctual and be able to multitask efficiently. Strong planning and organizational skills Demonstrated skills in working with users in person and remotely What Would Be Nice To Have : College degree is must. Experience with minor troubleshooting for printers

About The Role "To handle day to day trade transactions, understanding client requirements, "Co-ordination with cpc for transaction processing and discrepancy resolution, "Dealing and co-ordinating with various business groups within the bank, "Ensuring error-free and timely execution of trade transactions. "Ensuring compliance and internal guidelines are being adhered to "Co-ordinating with clientsCorr Banks for getting the queries raised by Trade Finance CMS "Operations resolved in a timely manner. "Issuance of Letter of credit. "Initial scrutiny of documents for Trade before sending the documents to CPC for further processing. "Attending to front-end requirements of corporate customers. "To co-ordinate with CPC CMS Clearing for all requirements of the customer and ensure that all deliverables are delivered transactions processed as per the agreed TAT. "Should be familiar with Trade Finance and CMS products. CMS Chq collections (local, outstation, corr banks), Banker to Issue Operations. "Should have about 3-5 years of relevant banking experience in Trade CMS operations. "Should be extremely customer centric and have excellent communication skills "Qualification Graduate Post-Graduate "Experience Minimum one year of relevant experience

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 Mandatory Skills: TIS Service Desk.

Overview Service Desk Engineer with 0.6 years of experience providing quality and professional installation, configu ration, and support of desktop and laptop computers remotely, personally, and on networks. Experienced in VPN setup and application support. Strong knowledge of IP, DNS, DHCP, and Active Directory. Tagged as: network engineer, service desk engineer, technical support engineer Before applying for this position you need to submit your online resume . Click the button below to continue.

Overview Job Title : Global Service Desk Job Description: Should be able to work in rational shifts. Duties and Responsibilities Assist Global Service Desk (GSD) Engineers by providing First level support. Identify and solve escalated problems related to computers, hardware, software and other related items via research, vendor and customer interaction. Provide accurate and complete descriptions of problems, inquiries and requests in a problem management ticket. Provide proactive Customer and GSD Management notification of problems. Perform testing of system or application enhancements or modifications prior to the release for users. Monitor and test fixes to ensure problems have been adequately resolved Provide and participate in training required to develop and maintain skills necessary to support end-users. Access software updates, drivers, knowledge bases and frequently asked questions resources on the internet to aid in problem resolution. Produce and review documentation used to instruct end-users in the appropriate use of company computers and related equipment. Manage daily workload of the GSD organization. Perform Quality Assurance Monitoring on Analysts and Engineers. Participates in the development of Processes and Procedures for the GSD organization. Knowledge, Skills & Competencies Problem Solving Result Orientation Persuasiveness Learning orientation Desirable Experience & Skills 4+ Years in Information Security Before applying for this position you need to submit your online resume . Click the button below to continue.

About The Role "To handle day to day trade transactions, understanding client requirements, "Co-ordination with cpc for transaction processing and discrepancy resolution, "Dealing and co-ordinating with various business groups within the bank, "Ensuring error-free and timely execution of trade transactions. "Ensuring compliance and internal guidelines are being adhered to "Co-ordinating with clientsCorr Banks for getting the queries raised by Trade Finance CMS "Operations resolved in a timely manner. "Issuance of Letter of credit. "Initial scrutiny of documents for Trade before sending the documents to CPC for further processing. "Attending to front-end requirements of corporate customers. "To co-ordinate with CPC CMS Clearing for all requirements of the customer and ensure that all deliverables are delivered transactions processed as per the agreed TAT. "Should be familiar with Trade Finance and CMS products. CMS Chq collections (local, outstation, corr banks), Banker to Issue Operations. "Should have about 3-5 years of relevant banking experience in Trade CMS operations. "Should be extremely customer centric and have excellent communication skills "Qualification Graduate Post-Graduate "Experience Minimum one year of relevant experience

Required Exp.- 1yr in Tech Supp.| Interational Voice Work From Office 24*7 US Rotational Night Shift 5 Days Working 2 Days Rotational Off Exp Considered After Graduation Only Interview - Virtual Location - Pune Share CV's - 9257669383 (Harsha) Required Candidate profile Excellent communication skills required in English, Microsoft Certified is a plus point Perks and benefits Night allowances Incentives Both way cab facility

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. Mandatory Skills: AI Service desk. Experience: 1-3 Years.

Job Summary The L1 Support Agent will serve as the first point of contact for end users seeking technical assistance related to retail IT systems. This role is critical in ensuring smooth store operations by resolving incidents, escalating issues appropriately, and maintaining high customer satisfaction. Key Responsibilities Provides technical support for technology products and applications, including computer hardware and software, telecommunications equipment, and networks. Attempts to resolve problems, then escalates problems as necessary to appropriate resources by assigning tickets to leveraging level 2 teams, on-site 3rd party vendors, etc. within service level target within the defined KPIs. Analyzes and prioritizes incoming requests and alerts. Performs tracking and documentation by entering details of problems, status of service requests, and resolutions into leveraging incident management system. Identifies recurring problems and escalates to senior staff for prioritization and investigation. Performs level 1 break/fix repairs on technology (e.g., PCs, thin clients, printers, servers, mobile devices, and handheld devices), including more complex devices (e.g., servers, network, telecommunications equipment). Contributes to the KCS knowledge repository for technical support; documents workarounds identified for new issues; flags articles for review/update. Utilizes the knowledge repository for each support contact and links the appropriate / relevant KBA to the ticket. Pass on any feedback or suggestions by customers to the appropriate internal team. Identify and suggest possible improvements on processes and procedures to senior staff. Provides support to resolve problems with products and applications by meeting customer service standards (i.e., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly, setting customer expectations and detailed incident documentation). Follow leveraging escalation process to report any widespread outage or issue that generates sudden spikes in call volume. Adhere to leveraging security policies and processes. Functional Competencies Communicate clearly and effectively in both written and verbal English. Customer Service Skills Focus on customer experience. Adaptable. Collaborative. Resourceful. Analytical. Make Quality Decisions. Service Desk Operations. Incident Management Processes. Knowledge Management Process. Technical Competencies Troubleshooting and support of: Software: Windows, Mac, Linux/Unix, Mobile Device Management, Android, iOS, etc. Hardware: Point of Sale, Self-Checkout, telephony, printers, workstations, PC, network devices, mobile devices, computer peripherals. Remedy and ServiceNow. A+ certification or equivalent certification through contractor internal training and certifications. Performance Metrics First Call Resolution (FCR). Customer Satisfaction Score (CSAT). SLA Adherence. Knowledge Base Contribution. AHT Chat Average response time Initial Response Time Chat AHT Disposition Time ***References are highly appreciated*** For more details, Share your CV to: internalops@sahasyaglobal.com Client industry you are hiring for: BPM / BPO

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.: Experience: 3-5 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. Mandatory Skills: TIS Service Desk. Experience: 1-3 Years.

> Role Purpose Principal Consultants are expected to have a deep area of consulting expertise, with a good understanding of the clients business landscape and an ability to manage the delivery of consulting solutions that achieve clear business value. The role may have managerial responsibilities in leading a team of consultants and managing quality and internal compliance in business operations. Principal Consultants develop and support closure of sales opportunities through their consulting expertise and client relationships. The Principal Consultant must achieve high personal billability. Do Consulting Execution An Ambassador for Wipro tenets and values Consulting Project manager or equivalent, manages teams of consultants/work streams and quality assures other work streams/projects/programs Client focused and tenacious in approach to solving client issues and achieving clients objectives. Demonstrates the experience of a well rounded consultant. Flexible in approach and ability to coordinate resources with expertise in various areas Responsible for work stream budgets and assuring quality of deliverables Seen as a trusted advisor to senior clients and secures great feedback from clients Decisive and directive delivery focus with a can do attitude , demonstrates both hard and soft skills Coaches, mentors and motivates team and client staff , build trust and confidence through focus on quality and delivery Effective at engaging with clients, extracting information, e.g., developing facilitation and communication skills Responsible for ensuring project administration is up to date e.g., SoW, tagging, etc. Business development Ensures high levels of individual utilisation achievement in line with the levels expected as part of the goal setting process Sells laterally and vertically when operating. Regularly identifies leads and converts them into opportunities and proposals Builds relationships and has an effective network of client contacts at buying level. Leads marketing and prospecting activities to populate the sales funnel for specified accounts Regularly participates in sales meetings. Builds relationships with client managers, applies competitive intelligence to further Wipro footprint in accounts Leads smaller scale meetings with sales teams, leads proposal development to a high standard working with sales teams as appropriate Contributes and leads RFP/RFI efforts by leveraging Wipros global footprint and end to end consulting capability Consistently plays a key role in opportunity identification, raising potential pursuits to practice leadership team, helping them proactively in pursuits Thought Leadership Develops insight and develops point of view into chosen industry and technology trends, ensures they are shared with the wider practice/GCG in one of the various channels. Leads assignment thought leadership Ensures a track record is written up of own assignment and, where appropriate, ensures it is written up as a case study. Responsible for ensuring use in sales Contribution to Practice/Wipro Continually delivers all Wipro admin in a timely manner (timesheets, appraisals expenses, etc.,) Demonstrates contribution to internal initiatives Ensures the team leverages IP and knowledge assets from the central knowledge repository of Wipro and GCG and promotes reuse Proposes new service offerings/capabilities Contribution towards go-to-market solutions to deliver tangible business outcomes or breakthrough in industry segment Coaches and mentors junior consultants Monitors and curtails talent attrition Drives engagement with other consulting and delivery teams to both enhance collaboration and help design and deliver tailored Client solutions with desired impact Demonstrates value by identifying and following through on innovation and thought leadership opportunities Creates reusable IP/assets and makes self visible as a thought leader Deliver Strategic Objectives Parameter Description Measure(Select relevant measures/ modify measures after speaking to your Manager) Deliver growth in consulting revenues Support business performance for direct consulting against relevant quarterly/annual targets Lead end-to-end sales cycle for specific pursuits Improve quality of consulting by flawlessly leading/delivering strategic advisory/transformation engagements along with ownership of client expectation management, quality control and delivery assurance, issue management, client insight and value capture, work planning and execution, and effective client communications % Revenue Achievement (actual vs. target) % of Personal Utilisation Achievement (against target) No. of RFI/RFPs responses led/supported No. of strategic advisory and transformation engagements delivered No. of referenceable clients, testimonials Average CSAT, PCSAT across projects Generate Impact Enable pull through business/ impact for Wipro through front end consulting engagements/deal pursuit/client relationships Number and value of downstream opportunities generated/converted for GCG and larger Wipro Grow market positioning Elevate Wipro positioning in existing accounts through thought leadership and actively contributing to clients strategic transformations Lead the development of thought leadership/offerings/assets for the practice to support business growth Eminence and thought leadership demonstrated through content, citations and testimonials Number of white papers authored, evidence of assets like Repeatable IP, Frameworks & Methods authored/contributed Number of senior level thought leadership sessions/ roadshows with clients and industry forums delivered from the front Provide consulting leadership to accounts Generating growth and integration across the consulting services, growing client relationship profile and supporting the achievement of the Wipro-wide account objectives Work with GCP/CCP/GCG Account Lead/Account team to grow consulting service portfolio, ensuring integration of propositions and collaboration across GCG Number of credible business side relationships built in client organizations Number & $ value of integrated consulting deals supported Mandatory Skills: Business Dynamics Consulting. Experience: 8-10 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. 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 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 et Mandatory Skills: TIS Service Desk.

Role & responsibilities To Manage all service related issues and attenD them by giving solution AND report in DMS Preferred candidate profile good computer skill can manage , worked in automobile industry preferred ITI & Aut engineers welcome.

Below is the Job Description Requirements: Descent Communications Skills (Verbal and Written) Mode Of Interview : F2F / Virtual Responsibilities: 1. As a Support Analyst, you will be responsible for assisting end users on applications problems, system administration issues or network concerns. 2. Diagnose, Prioritize, Troubleshoot and Resolve IT incidents reported by the users via Telephone, Chat, Email or Walk-Ins. Who is Eligible : Any Graduate/Post-Graduate(Full time) Who is Not Eligible : Under Graduate / Distance Learning Graduate / Yet to appear final year exam / Already attended the Interview for this position in last 6 Months. Please fill the below mandatory details and do share your updated profile to process further. Please feel free to reach me directly on my official email : Sachin.Narayankar@wipro.com Total Experience Relevant Experience Notice Period Current CTC Expected CTC Current Location Preferred Location Alternate Email ID Alternate Mobile Number Already attended the Interview for this Position in Wipro (If Yes then please specify the date) Have you worked with Wipro earlier? If Yes please share employee ID

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 Mandatory Skills: TIS Service Desk.