Service Desk Engineer | ウィプロ・ジャパン株式会社の求人詳細


キービジュアル キービジュアル
更新日 2019-12-02
掲載開始日 2019-11-22

Service Desk Engineer

  • ★★ スタッフレベル


IT関連(その他) - IT ヘルプデスク
IT関連(その他) - その他
コンサルティング - ITコンサルティング(その他)
業種 ITコンサルティング
勤務地 アジア 日本 東京都

仕事内容 Key Accountabilities:
- To provide 1st line technical support; answering support queries via phone, email, Chat and Web
- To maintain a high degree of customer service for all support queries and adhere to all service management principles.
- To take ownership of user problems and be proactive when dealing with user issues.
- Logging / verifying customer details Identifying the issue and categorizing / prioritize the incident
- Creating a ticket in CRM tool like ServiceNow Referring KB for workaround / resolution and attempting resolution Ticket re-assignment to L2/L1.5 if ticket unresolved by L1 (where ever applicable)
- Ticket reassignment to Other Resolver groups if ticket unresolved by L1 (where ever applicable)
- Routing / Chasing of tickets with other Resolver groups Recording trend of calls and identifying outages proactively Callbacks for customer not reachable cases & customer request
- Identifying the trend of calls / tickets and highlighting it to L1.5 / Team
- Lead as applicable for outage confirmation Creating child tickets and tagging them with problem ticket Callback the user and confirm resolution (where ever applicable)
- Trouble shooting issues related to Outlook email / MS office suite / WebEx /Jabber / Cisco AnyConnect VPN, Chrome / Safari, IE, Firefox etc. as per scope document and SOW Handling issues using Remote tools.
- Makes recommendations for updates to the KB database
Wipro has been a leading provider of IT consulting, system integration and outsourcing solutions in Japan, having started operations in 1998.

We are providing support to 40+ Japanese companies in their vision to globalize. Wipro brings its global domain expertise combined with years of local in-country knowledge to deliver solutions across IT product engineering and BPO across multiple technologies and in the emerging areas of Social Media, Mobility, Analytics and Cloud.

Supporting companies in their goal of Globalization
Enabling companies to Improve Profitability
Delivering industry solutions across the latest technology areas like Social Media, Mobility, Analytics, etc.
勤務時間 9:00 - 18:00
応募条件 - IT Service Desk experience 3-5yrs Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc.)
- Understanding of Windows 7 & 10 operating system - knowledge of MAC OS will be an advantage
- Assisting with configuring/troubleshooting of Software and Hardware
- Experience working with ServiceNow to log, track, close tickets
- Experience in resolving IT issues via phone/email/chat Excellent telephone etiquettes and customer service
- Troubleshooting skills Knowledge of Microsoft based operating systems with emphasis on Windows X Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile & Tablets)
- Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
- Basic understanding of PC hardware set-up and configuration.
- Good understanding of infrastructure management processes; Understanding of ITIL framework is needed.
英語能力 ビジネス会話 (TOEIC 735-860)
日本語能力 ビジネス会話(日本語能力試験2級又はN2)
年収 経験と能力に基づく