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Wipro Recruitment: Technical Support Engineer/ IT Service Desk Engineer
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March 21, 2022
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Wipro Recruitment: Wipro is hiring for Technical Support Engineer/ IT Service Desk Engineer. Any Graduate/ Post Graduate irrespective of the degree can apply for this job opening. The more details and apply link are as follows.
Wipro
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Wipro Recruitment
Company name: Wipro
Website: www.Wipro.com
Job Position: Technical Support Engineer/ IT Service Desk Engineer
Location: Pune (WFH)
Job Type: Full time
Experience: 0 – 5 Years
Qualification: Any Graduate/ Post Graduate
Batch: 2016/ 2017/ 2018/ 2019/ 2020/ 2021
Salary: Up to 4.4 LPA (Expected)
Role purpose: Answer calls and Service Requests from end users and track status and progress to resolution.
Main responsibilities:Adherence to policies and procedures, closure of open calls after resolution.
Major activities:
Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD
Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User
Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
Routes the inquiries to Resolver Groups as appropriate
Re-routes misdirected calls
Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures
Provides status and updates on tickets to authorized users
Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction
Makes recommendations for updates to the KB database.
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