Wipro Technologies
Service Desk Analyst
Wipro Technologies, Minneapolis, Minnesota, United States, 55400
Role PurposeThe purpose of this role is to be 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.DoBe 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 resolved 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 Type
: InternalTeam Lead - Service Desk : Regular reporting & updates.Core Service Delivery Team : For adherence to SD SoW.Stakeholder Type
: ExternalClients : Handle issues/queries.DisplayLists 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 .
Behavioral CompetenciesEffective CommunicationDetail OrientedChange AgilityClient centricityExecution ExcellencePassion for ResultsDeliverNo.Performance ParameterMeasure1.Service Desk DeliveryAdherence to TAT, SLA as per SoW.Minimal Escalation.Customer Experience.2.PersonalAttendance.Documentation, etc.
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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 resolved 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 Type
: InternalTeam Lead - Service Desk : Regular reporting & updates.Core Service Delivery Team : For adherence to SD SoW.Stakeholder Type
: ExternalClients : Handle issues/queries.DisplayLists 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 .
Behavioral CompetenciesEffective CommunicationDetail OrientedChange AgilityClient centricityExecution ExcellencePassion for ResultsDeliverNo.Performance ParameterMeasure1.Service Desk DeliveryAdherence to TAT, SLA as per SoW.Minimal Escalation.Customer Experience.2.PersonalAttendance.Documentation, etc.
#J-18808-Ljbffr