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Administrator -TIS Servide Desk for WIPRO, Pune , Fresher Jobs

Written By Ajit Kumar on Friday, July 18, 2014 | 3:22 AM

Administrator - TIS Service Desk
Job Code - T291733
Area of expertise - Technical Help Desk
Experience Level - Freshers
Country -India City - Pune

Job Details
Administrator - TIS Service Desk (T291733)
Sub Stream : TIS-Service Desk
Hot Job

Experience Required


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Mandatory Skills:
TIS Service Desk

Desirable Skills:
Prime Brokerage, Remedy Administration, Infra Service Desk Operations, BMC Remedy Action Request AR system

Job Description:
Prime responsibility to take incoming calls or handle email/ web tickets at Service desk.Verifying the issue and categorization / prioritization of the incidentVerifying the ticket type selected by the L1 while creating the ticketReferring KB for workaround / resolution and attempting resolutionTicket re-assignment to PRG's if ticket unresolved by L2 (where ever applicable)Correct Routing of tickets with other PRG'sRecording trend of calls and identifying outages proactivelyCallbacks for customer not reachable cases / customer request and unresolved issuesRecording outage / bulletin message in Remedy / ACDUpdating the outage / bulletin message in Remedy / ACD based on the status update received by the PRG

Roles & Responsibilities:
Entry level position. Works on allocated incidents/ problems on maintenance of hardware / software - servers, laptops, PCs etc. with high degree of supervision. Provides support for simple trouble shooting requirements. May be required to work as on-call support of in shifts to provide 24x7 type of support.

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