Wipro Japan K.K. - Web Interview【Bilingual SD Analyst】

Description: 

1. IT experience – 1-5 years

2. Experience with basic concept should be there for below technologies: (Great if candidate has practitioner/ expert level of anyone of them, but it’s not mandatory, should have basic concept for followings )

• Microsoft Office

• Software installation

• Remote troubleshooting

• SCCM

• Exchange

• AD

• Network

• Mobile device

• Win10

• Citrix

3. Open, log, prioritize, assign, close tickets logged in the IT Service Desk

4. Query the User for all relevant information concerning the call made or issue reported by the user

5. Attempt to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution

6. Re-route misdirected Calls

7. Escalate tickets not resolvable by SD, in accordance with client’s escalation procedures

8. Provide status updates on Tickets to users

9. Reopen Ticket / Create new ticket for follow up if the user indicates that the inquiry was not resolved to the their satisfaction

10. Make recommendations for updates to the KB database

11. Installs, configures, and troubleshoots personal computer

12. Coordinates with Service desk staff in suppor ...