Service Desk Analyst
4 weeks ago
First point of contact for B2B users with Wipro Service Desk to troubleshoot end user issues.
Responsibilities:
- Primary user support and customer service:
- Respond to queries from calls, portal, emails, chats.
- Become familiar with each client and their applications/processes.
- Learn fundamental operations of commonly-used software, hardware, and equipment.
- Follow standard service desk operating procedures.
- Ensure scorecard is maintained as per SoW with respect to TAT, SLA, and hits.
- Manage queries or escalate if not resolved as per helpdesk policies and framework.
- Regular MIS and 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 feedback, suggestions, escalations by customers to internal teams.
- Identify and suggest improvements on processes, procedures, etc.
Interaction with:
- Internal:
- Team Lead – Service Desk.
- Core Service Delivery Team.
- External:
- Clients.
Competencies:
- Functional Competencies/Skill:
- Process Excellence – Ability to follow Service Desk standards and norms.
- Domain Knowledge – Knowledge of process/domain managed.
- Behavioral Competencies:
- Effective Communication.
- Detail Oriented.
- Change Agility.
- Client centricity.
- Execution Excellence.
- Passion for Results Deliver.
Performance Parameters:
- Service Desk Delivery:
- Adherence to TAT, SLA as per SoW.
- Minimal Escalation.
- Customer Experience.
- Personal:
- Attendance.
- Documentation.
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