Service Desk Analyst with Turkish

Profile:

- Fluent communication (written & oral) in Turkish and English, quick learner, self-initiated, team player, open to work in shifts;
- Good Experience with using and troubleshooting Outlook
- Experience in troubleshooting Microsoft Office with emphasis on MS Word, MS Excel MS PowerPoint and Outlook is a plus;
- Experience of using call logging software;
- Previous experience as Customer Support Engineer / Technical Support Executive is preferred;
- Good understanding of infrastructure management processes; good understanding of process framework like ITIL would present a plus;
- Basic knowledge of Microsoft based operating systems with emphasis on Windows X;
- Basic understanding of PC hardware set-up and configuration.

Preferred, but not mandatory:

- Previous Helpdesk (Voice Support) experience;
- MCP/MCSE/CCNA certification

Responsаbilities:

- Providing tеchnicаl support; аnswеring support quеries viа Web, emаil, Chаt and phone;
- Maintaining a high degree of customer sеrvice for аll support quеriеs and adhеre to аll service management principles;
- Identifying the issue and categorizing / prioritize the incident;
- Referring KB for workaround / resolution and attempting resolution;
- Strong interpersonal skills are a prerequisite;
- Ability to work effectively in a dispersed team and individually;
- Ticket reassignment to PRG's if ticket unresolved by L1/L2 (where ever applicable);
- Routing / chasing of tickets with other PRG's;
- Recording trend of calls and identifying outages proactively; call-backs for customer not reachable cases & customer request;
- Recording/Updating the outage / bulletin message in Remedy / ACD based on the status update received by the PRG;
- Identifying the trend of calls / tickets and highlighting it to TL/SDM as applicable for outage confirmation;
- Call-back the user and confirm resolution (where ever applicable);
- Conducting Audits and Mentor L1 Team Members; Training the L1 team on the process / top issues;
- Ability to prepare the MIS Reports;
- Experience in handling Client Escalations and Client interfacing;
- Drive Quality Initiatives and process excellence;
- Responsible to meet their objectives defined by the project;
- Being compliant to all process and procedures;
- Time and Leave Management.

Benefits :

Opportunity to work in a young and dynamic environment;
Relocation package if needed;
Attractive benefits package;
Lunch tickets;
Fitness deduction;
Health insurance;
Opportunity to develop and learn constantly;
Access to internal training (job related and soft skills training)

Descrierea companiei

Wipro Ltd. is a leading Information Technology, Consulting and Business Process Services company that delivers solutions to enable its clients do business better. Wipro delivers winning business outcomes through its deep industry experience and a 360 degree view of "Business through Technology" - helping clients create successful and adaptive businesses. A company recognized globally for its comprehensive portfolio of services, a practitioner's approach to delivering innovation, and an organization wide commitment to sustainability, Wipro has a workforce of overserving clients in 175+ cities across 6 continents.