About the role
The service desk handles the entire lifecycle of IT incidents from initial logging, prioritization, resolution, and closure, ensuring that service disruptions are minimized.
The service desk uses knowledge base articles and troubleshooting guides to empower users to solve common issues on their own, enhancing the self-service experience.
Users can submit service requests for standard services such as password resets, software installations, access requests, and other routine IT services.Monitoring SLA adherence to ensure that incidents and service requests are resolved within the defined response and resolution times.
Reports on SLA performance help ensure accountability and identify areas for improvement.Identifying patterns or recurring issues over time.
Trend analysis helps in proactive problem management and in identifying potential areas for knowledge base improvements or process optimization.
About the company
Wissen was established in year 2000. We have global offices in US, UK, Europe, Mexico, Middle East, and India, with best in class infrastructure and development facilities spread across globe. We are a fast growing end to end software solution providers in Banking & Financial Services, Telecom, Healthcare & Retail verticals and have successfully delivered $350 million worth of projects. We provide technical solutions to complex business problems of our customers. Our people are the core of everything we do and we make sure they feel professionally fulfilled. Today Wissen has over 900 IT professionals delivering world class IT Services and Solutions to clients across the world.
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