Service Desk Analyst with Swedish

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

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LEVEL OF STUDIES:

University degrees or university student in the last year

REQUIRED PROFESSIONAL EXPERIENCE:

Professional certificate in Windows operating systems and networking

Knowledge of the following foreign languages:

English advanced (writing, reading, using conversational language)

The second language (Swedish) advanced (writing, reading, using conversational language)

JOB COMPETENCIES:

Knowledge of ITIL Processes

Good interpersonal and communication skills

Orientation of clients services and the capacity to work in a team

Excellent skills for Soft & working keyboard

Communication skills (Verbal & Written) to treat general clients

Solving of problems that are sensitive to clients, rapidly and in time.

Capacity to work in inadequate situations.

ABILITIES:

Knowledge of ITIL Service Delivery (procedure concerning to incidents, problems and administration of changes

Troubleshooting skills and experience in solving LU, reset PWD and transmitting messages

Troubleshooting skills and applications shrink-wrapped (MS office, Adobe etc.)

Capacity of synthesis

Preferably knowledge of MAC devices

Troubleshooting skills for VPN connectivity, dial-out, wireless routers

Register with knowledge of active addresses, controllers etc.

Exposure of instruments of password resetting

Previous experience in technical support shall be preferred.

Previous experience in IT support in Corporate environment and/or other functions of great sensitivity referring to clients

REQUIRED WORK EXPERIENCE:

+ 6 months of experience in labour

Previous experience to a position of relations with customers is a requirement of the job.

Previous experience in technical support constitutes an advantage.

JOB OBJECTIVES:

Offering the technical support by phone or email making the proof of professionalism in the relationship with clients.

TASKS, ATTRIBUTIONS, ACTIVITIES:

-Management of tickets (working orders) according to the performance indicators and SLA (Service -Level Agreement) established at a process level: Responsible for the creation of work tickets/allocation /division on categories/ prioritization/monitoring/escalation/conclusion and obtaining of the feedback.

-Managing phone calls received from the customer by the application of the rules and specific provisions communicated to process level

-Solving the problems of a technical nature and following steps/stages for dealing with specific incidents reported at the level of process; compliance with all parameters and in compliance with the specifications communicated

-Preparing MIS incident in accordance with the requirements

-Redistributing tickets which have not been resolved (where applicable)

-Routing/ tracking tickets allocated in the system or with other PRG

-Proactive action with a view to effective management of queue (Remedy Queue Management)

Mandatory Skills: TIS Service Desk.

Experience: 1-3 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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Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at [email protected].

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.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.