Service Desk Analyst

hace 2 meses

Guadalajara, México Wipro Limited A tiempo completo

Guadalajara, Mexico
- Tech Hiring
- 3095587

**_Role Purpose_**
- The purpose of this role is to 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_

**_Do_**

**Be responsible for primary user support and customer service**
- 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 resolve 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 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 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_**

**_Competency Levels_**

**_Foundation_**
- Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with mínimal support and guidance._

**_Competent_**
- Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well._

**_Expert_**
- Applies the competency in all situations and is serves as a guide to others as well._

**_Master_**
- Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognised 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

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

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