Service Desk Agent

Paris, France
- Tech Hiring
- 3078841

**Job Description**:
**Service Desk Agent**

**Make Progress Thrive**
- We succeed when we make our clients successful. We collaborate to sharpen our insights and amplify this success. We execute with excellence. Always.
- We help customers improve Worker & Customer experiences with outcome-oriented consultants who bring the latest digital thinking and cloud experience. We create actionable strategies that deliver results quickly, and help organizations adapt to a new experience-driven era. We deliver results quickly by harnessing the power of thousands of pre-built solution accelerators.

**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.

**Location **:Agen

**What you will do**
- 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 for**
- Bachelor’s degree from Computer Science, Information Systems, or related field, required
- IT industry experience with a concentration on IT service desk management including incident and requests.
- Strong verbal and written communication skills.

**What working at Wipro offers**
- A competitive remuneration package including extended fringe benefits.
- Being part of the local Wipro South Europe family and also supported by 260.000 enthusiast colleagues spread over the 6 continents;
- A state-of-the-art training platform so you can grow and become the best version of yourself;
- A dynamic working environment with room for personal development
- A career path within a global leading Technology firm
- At Wipro we find it important that you have a good work life balance so homeworking, working at the HQ

**About Wipro**
- Wipro is a leading global information technology, consulting and business process services company. We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help our clients adapt to the digital world and make them successful. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 260,000 dedicated employees serving clients across six continents. Together, we discover ideas and connect the dots to build a better and a bold new future.

**Diversity and Inclusion at Wipro**
- We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, marital status, age, ethnic and national origin, sexual and political orientation and disability status, or any other characteristic protected by law.
- EUC Consulting

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.