Service Desk Analyst

Wipro

Guangzhou, Guangdong
Permanent
Full-time

13 days ago

Job Description:Role PurposeThe 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 objectivesDo

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 InteractionStakeholder TypeStakeholder IdentificationPurpose of InteractionInternalTeam Lead - Service DeskRegular reporting & updatesCore Service Delivery TeamFor adherence to SD SoWExternalClientsHandle issues/ queriesDisplayLists 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 LevelsFoundationKnowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.CompetentConsistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.ExpertApplies the competency in all situations and is serves as a guide to others as well.MasterCoaches 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

DeliverNo.Performance ParameterMeasure1.Service Desk DeliveryAdherence to TAT, SLA as per SoWMinimal EscalationCustomer Experience2.PersonalAttendanceDocumentation etc.TIS Service Desk

Wipro

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