Service Desk Analyst - Curitiba, Brasil - Wipro Limited

Wipro Limited

Empresa verificada

Curitiba, Brasil

há 3 semanas

Postado por:

Ana Silva

beBee Recruiter

Descrição

Curitiba, Brazil

Tech Hiring

Job Description:

We are one of the largest and leading global technology services, consulting and corporate processes companies in the world. We are present in more than 69 countries and our team is composed of more than 220,000 employees working on six continents. We are technological partners of the largest companies in the world. We proudly serve more than 1500 customers through a vast and extremely complete portfolio, which includes the latest in technology, serving various sectors of the national and international market.

Main responsibilities:
Accurate recording and monitoring of customer orders. Compliance with SLAs at team level. Team performance.

Main activities:

Monitoring open tickets to detect breaches of service levels
Identifies potentially serious problems
Uses established procedures, guidelines and standards
Responds to changing business needs, recommending new ways of dealing with new problems
Monitors the orientation of appropriate incident followup processes to be followed by the team
Reports incidents and SRs. Reports will be generated from various tools available in the infrastructure
Manages licenses and resources for each queue
Handles escalated calls
SIP and CIP implementation
Conducts quality audits, trains and mentors team members
Prepares materials for: Escalation calls three times a week, low CSAT calls twice a week, help file calls, incident management calls and first call correction exception calls
Attends the BMC Remedy Resolver Group's monthly quality and Team Leaders meeting

Wipro is an egalitarian company that offers employment opportunities to all people, running a selection process that does not consider race, gender, nationality, ancestry, disability, sexual orientation or any other status protected by applicable law.

TIS Service Desk

We are an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.