Service Desk
il y a 2 jours
**The role**:
To provide our customers with quality service, focusing on consistent and efficient support through: Communication, Continuous improvement of processes and tools & Customer engagement
This is a Full Onsite position in Paris subburb.
**͏͏͏What you will do**:
The Service desk will support the below mentioned activities:
Applications supported L1 or in catch and dispatch,
On boarding / Off boarding of user from customer systems,
MS exchange / 0365 L1 issues,
EUS L1 troubleshooting, Software installations, logging Service Requests and Incidents on user request, providing updates on chase calls,
Identifying and categorising P1/P2 tickets-
- Chat and Self-Service go live post approval from customer.
- Enable telephony system for users to be able to call Service Desk.
- Handle Incidents: Resolve all L1 incidents or triage (catch and dispatch) L2 or other cases to right resolver group.
- Service Request management
- Provide first call resolution on resolvable cases.
- Customer satisfaction management.
- Identify top call category to propose actions such as training, improvement or automation.
- Manage SLA& KPI.
- The technical environment is ServiceNow
- ITSM and LogMeIn support tool (Remote desktop management tool).
- Standard operating procedure documentation and maintenance (with respect to service management team recommendations).
**͏Who are we looking for͏**:
- Bachelor’s degree from Computer Science, Information Systems, or related field, required.
- Minimum 3 years of IT industry experience with a concentration on IT service desk management including incident and requests
- French speaking AND English speaking are BOTH MANDATORY
- Strong verbal and written communication skills
- Full Onsite role
Mandatory Skills: Service Desk Management.
Experience: 3-5 Years.
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.
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