Service Desk Analyst

3 semanas atrás

Curitiba, Paraná, Brasil Wipro Limited Tempo inteiro
Curitiba, Brazil
- Tech Hiring
-
**Job Description**:
Wipro Limited (NYSE: WIT, BSE: , NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. We leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready, sustainable businesses. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 250,000 dedicated employees serving clients across 66 countries. We deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.
- **
A PROUD HISTORY OF OVER 75 YEARS**:
- ** FY22 REVENUE 10.4 BN USD**:
- ** WE'RE PRESENT IN 66 COUNTRIES**:
- ** OVER 1,400 ACTIVE GLOBAL CLIENT**
Main responsibilities:
Accurate recording and monitoring of customer orders. Compliance with SLAs at team level. Team performance.
Main activities:
- Monitoring open tickets to detect breaches of service levels
- Identifies potentially serious problems
- Uses established procedures, guidelines and standards
- Responds to changing business needs, recommending new ways of dealing with new problems
- Monitors the orientation of appropriate incident follow-up processes to be followed by the team
- Reports incidents and SRs. Reports will be generated from various tools available in the infrastructure
- Manages licenses and resources for each queue
- Handles escalated calls
- SIP and CIP implementation
- Conducts quality audits, trains and mentors team members
- Prepares materials for: Escalation calls three times a week, low CSAT calls twice a week, help file calls, incident management calls and first call correction exception calls
- Attends the BMC Remedy Resolver Group's monthly quality and Team Leaders meeting
**Wipro is an egalitarian company that provides employment opportunities to all people by running a selection process that does not consider race, gender, national origin, ancestry, disability, sexual orientation or any other status protected by applicable law.**
- TIS Service Desk
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.

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