Job Description
Role Purpose
This role serves as the first point of contact for B2B users reaching out to the Wipro Service Desk. The primary responsibility is to troubleshoot end-user issues in alignment with Wipro's Service Desk objectives.
Responsibilities
Primary Support and Customer Service:
- Act as the initial point of contact for user support.
- Address queries received through calls, portals, emails, and chats from clients.
- Familiarize yourself with client-specific applications and processes.
- Gain proficiency in the fundamental operations of commonly-used software, hardware, and equipment.
Service Desk Operations:
- Follow standard operating procedures for the Service Desk.
- Accurately log all service desk tickets using the designated tracking software.
- Ensure adherence to Service Level Agreements (SLA), Turnaround Times (TAT), and performance metrics outlined in the Statement of Work (SoW).
- Manage and resolve queries or escalate unresolved issues per defined policies.
MIS and Query Management:
- Maintain records of events, problems, and their resolution.
- Follow up with customers to provide status updates and gather feedback.
- Pass on suggestions, feedback, and escalations to the appropriate internal teams.
- Identify and propose improvements to processes and procedures.
Stakeholder Interaction
Internal:
- Team Lead – Service Desk: Regular reporting and updates.
- Core Service Delivery Team: Ensure adherence to SoW standards.
External:
- Clients: Address and resolve client issues and queries.
Required Competencies
Functional Skills:
- Process Excellence: Ability to adhere to Service Desk norms, ensuring effective control and risk reduction (Competent to Expert level).
- Domain Knowledge: In-depth knowledge of the processes and domains managed (Competent to Expert level).
Competency Levels:
- Foundation: Understands competency requirements and demonstrates them with minimal guidance.
- Competent: Consistently applies competencies effectively in various scenarios without guidance.
- Expert: Acts as a mentor, extending competencies to unknown situations.
- Master: Builds organizational capability, recognized as a key resource in the competency area.
Behavioral Competencies:
- Effective Communication
- Attention to Detail
- Change Agility
- Client Centricity
- Execution Excellence
- Passion for Results
Performance Deliverables
1. Service Desk Delivery:
- Adherence to SLA and TAT as outlined in the SoW.
- Minimize escalations.
- Enhance customer experience.
2. Personal Performance:
- Maintain attendance and timely documentation.
