1. IT experience – 2-10 years
  2. Experience with basic concept should be there for below technologies: (Great if candidate has practitioner/ expert level of anyone of them, but it’s not mandatory, should have basic concept for followings )
  • Microsoft Office
  • Software installation
  • Remote troubleshooting
  • SCCM
  • Exchange
  • AD
  • Network
  • Mobile device
  • Win10
  • Citrix
  1. Open, log, prioritize, assign, close tickets logged in the IT Service Desk
  2. Query the User for all relevant information concerning the call made or issue reported by the user
  3. Attempt to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
  4. Re-route misdirected Calls
  5. Escalate tickets not resolvable by SD, in accordance with client’s escalation procedures
  6. Provide status updates on Tickets to users
  7. Reopen Ticket / Create new ticket for follow up if the user indicates that the inquiry was not resolved to the their satisfaction
  8. Make recommendations for updates to the KB database
  9. Installs, configures, and troubleshoots personal computer
  10. Coordinates with Service desk staff in support of the end user hardware and software issues.
  11. Installs and configures software components
  12. Troubleshoots network printers
  13. Coordinates with L2/L3 teams for resolution
  14. PC troubleshooting - Remote support
  15. Ticket translation for offshore escalation
  16. L1 SD agent support in case of urgency
  1. IT experience – 2-10 years
  2. Experience with basic concept should be there for below technologies: (Great if candidate has practitioner/ expert level of anyone of them, but it’s not mandatory, should have basic concept for followings )
  • Microsoft Office
  • Software installation
  • Remote troubleshooting
  • SCCM
  • Exchange
  • AD
  • Network
  • Mobile device
  • Win10
  • Citrix
  1. Open, log, prioritize, assign, close tickets logged in the IT Service Desk
  2. Query the User for all relevant information concerning the call made or issue reported by the user
  3. Attempt to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
  4. Re-route misdirected Calls
  5. Escalate tickets not resolvable by SD, in accordance with client’s escalation procedures
  6. Provide status updates on Tickets to users
  7. Reopen Ticket / Create new ticket for follow up if the user indicates that the inquiry was not resolved to the their satisfaction
  8. Make recommendations for updates to the KB database
  9. Installs, configures, and troubleshoots personal computer
  10. Coordinates with Service desk staff in support of the end user hardware and software issues.
  11. Installs and configures software components
  12. Troubleshoots network printers
  13. Coordinates with L2/L3 teams for resolution
  14. PC troubleshooting - Remote support
  15. Ticket translation for offshore escalation
  16. L1 SD agent support in case of urgency

Languages – English + Japanese (JLPT N2 or N1 is mandatory for Non-Japanese)

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