Sunday, September 9, 2012

Wipro Infotech Chennai requires IT Service Desk Engineer


Experience: 0 to 4 yrs.  | Salary: INR 1,00,000 - 3,00,000 P.A
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
  • Referring KB for workaround / resolution and attempting resolution
  • Strong interpersonal skills are a prerequisite.
  • Ability to work effectively in a dispersed team and individually.
  • Ticket re-assignment to L2 if ticket unresolved by L1 (where ever applicable)
  • Ticket reassignment to PRG's if ticket unresolved by L1 (where ever applicable)
  • Routing / Chasing of tickets with other PRG's


  • 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 L2 / TL as applicable for outage confirmation
  • Creating child tickets and tagging them with problem ticket
  • Callback the user and confirm resolution (where ever applicable)
  • Salary:  INR 1,00,000 - 3,00,000 P.A
  • Industry:  IT Software, Software Services
  • Functional Area:  Application Programming, Maintenance
  • Role Category:  Administration/ Maintenance/ Security/ Datawarehousing
  • Role:  Technical Support Engineer
  • Keyskills:  Service Desk

Desired Candidate Profile

Education:  (UG - B.Sc - Any Specialization, Diploma - Any Specialization, B.Com - Commerce, B.A - Any Specialization, B.B.A - Management, BCA - Computers) AND (PG - Other)

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