Service Desk Analyst – Coimbatore, India


  • Full Time

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Job Title : Service Desk Analyst

Job Location : Coimbatore, India

Job Description


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




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


Team Lead – Service Desk

Regular reporting & updates

Core Service Delivery Team

For adherence to SD SoW



Handle issues/ queries





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


Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.


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


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


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







Performance Parameter



Service Desk Delivery

Adherence to TAT, SLA as per SoW

Minimal Escalation

Customer Experience





Documentation etc.


TIS Service Desk


Job Overview