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Service Desk Analyst

hace 2 meses

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Job Description

Overview:

As a Service Desk Analyst at Wipro Limited, you will be the first point of contact for B2B users who call our Service Desk to troubleshoot end-user issues. Your primary role will be to provide primary user support and customer service, ensuring that our clients receive timely and effective assistance.

Key Responsibilities:

  • Provide technical support and troubleshooting for end-user issues
  • Log all service desk tickets using our defined tracking software
  • Ensure adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
  • Manage queries and escalate issues as per defined helpdesk policies and framework
  • Regularly review and update customer status and information
  • Identify and suggest improvements on processes and procedures

Stakeholder Interaction:

You will interact with various stakeholders, including:

  • Team Lead - Service Desk
  • Core Service Delivery Team
  • External clients

Requirements:

  • Process Excellence - Ability to follow Service Desk standards and norms to produce consistent results
  • Domain Knowledge - Knowledge of process/domain managed
  • Effective Communication
  • Detail Oriented
  • Change Agility
  • Client centricity
  • Execution Excellence
  • Passion for Results

Performance Parameters:

  • Service Desk Delivery - Adherence to TAT, SLA as per SoW
  • Minimal Escalation
  • Customer Experience
  • Personal - Attendance, Documentation, etc.