Service Desk Analyst
2 days ago
The primary contact for B2B clients calling Wipro Service Desk, this role involves:
- Provide primary user support and customer service to B2B clients
- Respond to client queries from calls, portal, emails, and chats
- Develop knowledge of client applications and processes
- Familiarize with fundamental operations of commonly-used software, hardware, and equipment
- Accurately log all service desk tickets using defined tracking software
- Ensure timely resolution and maintain accurate scorecards
- Manage and escalate queries according to defined helpdesk policies
Key responsibilities include:
- Regular MIS and resolution log management
- Record events, problems, and resolutions in logs
- Follow-up and update customer status and information
- Pass on customer feedback, suggestions, and escalations to internal teams
- Identify and suggest improvements to processes and procedures
Competency levels:
- **Foundation**: Knowledgeable about competency requirements, demonstrates frequently with minimal support.
- **Competent**: Consistently demonstrates full range of competency without guidance, extends to difficult situations.
- **Expert**: Applies competency in all situations, serves as guide to others.
- **Master**: Coaches others, builds organizational capability, recognized within the organization.
Key behavioral competencies:
- **Effective Communication**
- **Detail Oriented**
- **Change Agility**
- **Client Centricity**
- **Execution Excellence**
- **Passion for Results**
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