Service Desk Support Specialist
hace 5 días
Job Summary:
Wipro Limited is seeking a highly skilled Service Desk Support Specialist to join our team. As a Service Desk Support Specialist, you will be the first point of contact for B2B users who call Wipro Service Desk to troubleshoot end-user issues in line with Wipro's Service Desk objectives.
Key Responsibilities:
- Provide 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:
Internal:
- Team Lead - Service Desk
- Regular reporting & updates
- Core Service Delivery Team - For adherence to SD SoW
External:
- Clients - Handle issues/ queries
Competencies:
- Process Excellence - Ability to follow the Service Desk standards and norms to produce consistent results, provide effective control and reduction of risk
- Domain Knowledge - Knowledge of process/domain managed
Performance Parameters:
- Service Desk Delivery - Adherence to TAT, SLA as per SoW
- Minimal Escalation
- Customer Experience
- Personal - Attendance, Documentation, etc.
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