English advanced (writing, reading, using conversational language)

The second language (German) 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)

BENEFITS:

• The chance to work with Top Employer 2024 in Romania
• Attractive compensation package with a diverse set of social benefits (Private Pension Plan (Monthly Benefit budget, Medical insurance, Life insurance, Christmas bonus etc)
• Great career opportunity to work for one of the biggest brands in the world in a unique work environment
• Open-concept offices designed for both team work and relaxation with ping pong, billiards, foosball etc
• Child Birth Allowance
• Sport events sponsorship for employees
• Complex Record & recognition scheme ( both non-monetary and monetary options)
• Monthly subscription @ Bookster - the first modern library for companies in Romania
• Employee Referral Program with attractive incentive schemes
• Extra annual leave days depending on the total length of working experience at Wipro
• Growth opportunities through upskilling/ reskilling programs and a variety of learning and development platforms as well as through internal & external trainings and certifications
• Platform to actively participate and make an impact through Sustainability and Corporate Social Responsibility projects

Service Desk Management