Maverick Elises

Subject Matter Expert

Wipro Hydraulics • Tiempo completo

Oct 2023 - Oct 2026 • 3 yrs

Handles escalated tickets and complex technical issues that requires in depth knowledge and troubleshooting skills Provides guidance and support to team members on resolving challenging problems Identifies root causes of recurring issues and develops solutions to prevent future occurrences Develops and delivers training programs for service desk analysts on new Technolgies, processes, and procedures. Provides coaching and mentoring to improve the technical skills and knowledge of the team. Conducts regular feedback session to identify areas for improvement and provide constructive criticism. Identifies opportunities to improve the efficiency and effectiveness of the service desk processes. Monitors KPI’s (Key performance indicators) and identifies trends to drive continuous improvement. Troubleshooting and Resolution: Diagnosing and resolving technical issues reported by end users via phone, email, chat, or in person. Incident Mnagement: Managing, prioritizing, and documenting incoming service requests and incidents using a ticketing system. Escalations: Identifying and escalating unresolved or complex issues to the appropriate support teams or departments Communication: Providing clear and concise communications to users regarding the status of their requests and resolutions.