On Site Desktop Support

hace 4 semanas

Ciudad de México Wipro Limited A tiempo completo

**Desktop Support / on site**:Onsite IT support**Skills**:1 yoe as Onsite It supportenglish intermidate ( able to speak)on site worklocation Toluca- Carretera km 1.5,Parque industrial Global Park, San Cayetano de Morelos, Toluca Estado de MéxicoResponsabilities- Performs computer hardware and software installations, maintenance tasks, troubleshoots, and repairs computer systems and peripheral equipment.- Provides Level 2 technical support while configuring PCs for users.- Escalates problems and issues to a higher level of support as needed. This includes service that exceeds response time, repair time, lack of parts, or any other issue that could impact customer satisfaction.- Processes timely and accurate information to ensure compliance with vendor warranty requirements.- Adheres to client policies and procedures while maintaining the integrity of the customer’s data.- Coordinates across multiple departments/vendors to provide support.- Interacts with the customer when responding to technical questions or requests for information.- Maintain regular attendance.- Other duties as assigned by management.- Experience in Microsoft operating systems and Microsoft Office Suites, advance knowledge in desktop troubleshooting is plus.**͏**:**Do**- ** Ensure timely response of all the tickets raised by the client end user**:- Service requests solutioning by maintaining quality parameters- Act as a custodian of client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s to keep track of each of their proper functioning and upkeep- Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction- Provide an acceptance and immediate resolution to the high priority tickets/ service- Installing and configuring software/ hardware requirements based on service requests- 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations- Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer- Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction- Coordinate with on-site team for complex problem resolution and ensure timely client servicing- Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner**͏**:**Deliver**- No- Performance Parameter- Measure- 1.- 100% adherence to SLA/ timelinesMultiple cases of red timeZero customer escalation**͏**:**͏**:Mandatory Skills: Desktop Support.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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