WiproEmployer profile

Service Desk Analyst

Location not specified · Experience not specified

Experience: Experience not specified
Salary: Not disclosed
Location: Location not specified
Work mode: Not specified
Job type: Full-time
Apply by: Closing date not listed
Posted: 12 Sept 35

About this role

Role Purpose

The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro?s Service Desk objectives

Do

Be responsible for primary user support and customer service

Respond to queries from all calls, portal, emails, chats from the client
Become familiar with each client and their respective applications/ processes
Learn fundamental operations of commonly-used software, hardware and other equipment
Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits
Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework

Regular MIS & resolution log management on queries raised

Record events and problems and their resolution in logs
Follow-up and update customer status and information
Pass on any feedback, suggestions, escalations by customers to the appropriate internal team
Identify and suggest improvements on processes, procedures etc.

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

Team Lead ? Service Desk

Regular reporting & updates

Core Service Delivery Team

For adherence to SD SoW

External

Clients

Handle issues/ queries

Display

Lists the competencies required to perform this role effectively:

Functional Competencies/ Skill

Process Excellence - Ability to follow the Service Desk standards and norms to produce consistent results, provide effective control and reduction of risk ? Competent to Expert
Domain Knowledge ? Knowledge of process/ domain managed ? Competent to Expert

Competency Levels

Foundation

Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.

Competent

Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.

Expert

Applies the competency in all situations and is serves as a guide to others as well.

Master

Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognised within the entire organization.

Behavioral Competencies

Effective Communication
Detail Oriented
Change Agility
Client centricity
Execution Excellence
Passion for Results

Deliver

No.

Performance Parameter

Measure

Service Desk Delivery

Adherence to TAT, SLA as per SoW

Minimal Escalation

Customer Experience

Personal

Attendance

Documentation etc.

Skills

Information Technology