Service Desk Analyst

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.

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