Service Desk Support Specialist

hace 3 semanas


Guadalajara, Jalisco, México Wipro Limited A tiempo completo

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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