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Wipro is Hiring for Service Desk Analyst
Wipro
.
Bengaluru, India
Apply by : 20 November 2024
:

Wipro is Hiring for Service Desk Analyst

Wipro

₹ Up to 4.8 LPA (Expected)
Exp : 1 Year
Age : 22 – 40
Apply by : 20 November 2024
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Job Overview
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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.

Team Name: TIS Service Desk

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Remember the last date to apply is : 20 November 2024
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