Service Desk Analyst – Coimbatore, India

Wipro

  • Full Time

To apply for this job please visit careers.wipro.com.

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

 

Do

 

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

Internal

Team Lead – Service Desk

Regular reporting & updates

Core Service Delivery Team

For adherence to SD SoW

External

Clients

Handle issues/ queries

 

 

Display

 

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

Foundation

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

Competent

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

Expert

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

Master

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

 

 

 

Deliver

 

No.

Performance Parameter

Measure

1.

Service Desk Delivery

Adherence to TAT, SLA as per SoW

Minimal Escalation

Customer Experience

 

2.

Personal

Attendance

Documentation etc.

 

TIS Service Desk

 

Job Overview