Willing to work in 24x7 shifts

To provide 1st line technical support; answering support queries via phone, email, Chat and Web

To maintain a high degree of customer service for all support queries and adhere to all service management principles.

To take ownership of user problems and be proactive when dealing with user issues.

Logging / verifying customer details

Identifying the issue and categorizing / prioritize the incident

Creating a ticket in ITSM tool

Referring KB for workaround / resolution and attempting resolution

Ticket re-assignment to L2 if ticket unresolved by L1 (wherever applicable)

Ticket reassignment to PRG's if ticket unresolved by L1 (wherever applicable)

Recording trend of calls and identifying outages proactively

Callbacks for customer not reachable cases & customer request

Identifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage confirmation

Wipro offers: Benefits above law, full payroll, constant training, and growth opportunity.

Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.