Service Desk Analyst

hace 2 semanas

Guadalajara, México Wipro Limited A tiempo completo

**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**

**1. Be responsible for primary user support and customer service**

c. Learn fundamental operations of commonly-used software, hardware and other equipment

d. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software

e. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits

f. Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework

**2. Regular MIS & resolution log management on queries raised**

a. Record events and problems and their resolution in logs

b. Follow-up and update customer status and information

c. Pass on any feedback, suggestions, escalations by customers to the appropriate internal team

d. Identify and suggest improvements on processes, procedures etc

**͏**:
**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

**͏**:
**͏**:
Mandatory Skills: TIS Service Desk.

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

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