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