Service Desk Analyst

Wipro


Date: 1 week ago
City: Bengaluru, Karnataka
Contract type: Full time
Role Purpose

The purpose of this role is to the first point of contact for theB2B users who call Wipro Service Desk to troubleshoot appropriate enduser 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 fromthe client
    • Become familiar with each client and their respectiveapplications/ processes
    • Learn fundamental operations of commonly-used software, hardwareand other equipment
    • Follow standard service desk operating procedures by accuratelylogging all service desk tickets using the defined tracking software
    • Ensure that the scorecard is maintained as per SoW with respectto TAT, SLA & hits
    • Manage all queries or escalate if not resolve as per the definedhelpdesk policies and framework

  • Regular MIS & resolution log management on queriesraised
    • 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 tothe 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 Deskstandards and norms to produce consistent results, provide effectivecontrol 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 (inparts) frequently with minimal support and guidance.

      Competent

      Consistently demonstrates the full range of the competencywithout guidance. Extends the competency to difficult and unknownsituations as well.

      Expert

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

      Master

      Coaches others and builds organizational capability in thecompetency area. Serves as a key resource for that competency and isrecognised 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.

        TIS Service Desk

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

Senior Talent Acquisition Partner

Arcadis, Bengaluru, Karnataka
2 days ago
Arcadis is the world's leading company delivering sustainable design, engineering, and consultancy solutions for natural and built assets. We are more than 36,000 talented people in over 70 countries dedicated to improving quality of life. Everyone has an important role to play. With the power of many curious minds, together we can solve the world’s most complex challenges and deliver...

Human Capital Management-Bengaluru-Associate-Firmwide Compensation

Goldman Sachs, Bengaluru, Karnataka
2 days ago
Job DescriptionOur division recruits, develops and rewards the people of Goldman Sachs. Our teams advise, design and implement strategies, processes and technologies that help our people advance professionally, drive productivity and help the firm and our clients achieve superior results. We look for individuals with strong problem solving and analytical skills, innovative thinking and intellectual curiosity who want to make...

Business Analyst

Novo Nordisk, Bengaluru, Karnataka
3 days ago
Department – Commercial Analytics, Finance GBSAre you passionate about data analytics and rare diseases? Do you want to make a difference by providing actionable insights to support strategic decision-making? If so, we invite you to join our team as an Associate Business Analyst. Read more and apply today for a life-changing career.About The DepartmentFinance Global Business Services (GBS) in Bangalore,...