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Job Description:
Job Description For Wipro Jobs 2022
Adherence to policies and procedures, closure of open calls after resolution.
Major activities:
Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD
Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User
Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
Routes the enquiries to Resolver Groups as appropriate
Re-routes misdirected calls
Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures
Provides status and updates on tickets to authorized users
Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction
Makes recommendations for updates to the KB database
Skills Required For Wipro Jobs 2022
Communication Skills
IT Service Desk
Troubleshooting
service level
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