Service Desk Analyst

hace 5 horas

Guadalajara, México Wipro Limited A tiempo completo

Overview:**_Role Purpose_**- The purpose of this role is to the first point of contact for theB2B users who call Wipro Service Desk to troubleshoot appropriate enduser 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, hardwareand other equipment_- _ Follow standard service desk operating procedures by accuratelylogging all service desk tickets using the defined tracking software_- _ Ensure that the scorecard is maintained as per SoW with respectto TAT, SLA & hits_- _ Manage all queries or escalate if not resolve as per the definedhelpdesk policies and framework_- **Regular MIS & resolution log management on queriesraised**- _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 tothe 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 Deskstandards and norms to produce consistent results, provide effectivecontrol 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 (inparts) frequently with mínimal support and guidance._**_Competent_**- Consistently demonstrates the full range of the competencywithout guidance. Extends the competency to difficult and unknownsituations as well._**_Expert_**- Applies the competency in all situations and is serves as a guideto others as well._**_Master_**- Coaches others and builds organizational capability in thecompetency area. Serves as a key resource for that competency and isrecognised 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._

  • Service Desk

    hace 2 semanas

    Guadalajara, México SERVICE DESK A tiempo completo

    We are a leading global information technology; consulting and business process Services Company. We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help our clients adapt to the digital world and make them successful. A company recognized globally for its comprehensive portfolio of...

  • Service Desk Analyst

    hace 3 semanas

    Guadalajara, México JAMY INTERACTIVE A tiempo completo

    **Service Desk Analyst Responsibilities**:- Testing and analyzing IT system and software performance.- Prioritizing and resolving IT concerns and escalating serious issues to relevant stakeholders.- Avoiding service interruptions by performing system installations, updates, and maintenance procedures.- Preparing training manuals and FAQ materials for...

  • Service Desk Analyst

    hace 2 días

    Guadalajara, México Reclutamiento Service Desk A tiempo completo

    If you're looking for a stable and attractive income (to convey by phone), with a hybrid work modality, this job is for you!All you require is:- Basic technical computer skills.- Previous Customer Service Experience.- Fluent english (written and spoken)Trainning is paid in full from the day you sign the contract!Please add your Resume. All interviews are...

  • Service Desk Agent

    hace 1 semana

    Guadalajara, Jalisco, México Apex Systems A tiempo completo

    Service Desk AnalystJob description:We are seeking a highly motivated, customer focused IT Service Desk Analyst to join the IT Service Desk team located Plantation, FL. This Service Desk team is like no other, providing unbeatable five-star customer service and support to all internal customers while proactively addressing issues and queries, ensuring 100%...

  • Service Desk Analyst

    hace 5 horas

    Guadalajara, México Wipro Limited A tiempo completo

    Overview: **_ Role Purpose_** - The purpose of this role is to the first point of contact for theB2B users who call Wipro Service Desk to troubleshoot appropriate enduser 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...

  • Service Desk Analyst

    hace 3 semanas

    Guadalajara, México Wipro Limited A tiempo completo

    Guadalajara, Mexico- Tech Hiring- **_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...

  • Service Desk Analyst

    hace 3 semanas

    Guadalajara, México Wipro Limited A tiempo completo

    **Service Desk Analyst**:Willing to work in 24x7 shiftsTo maintain a high degree of customer service for all support queries and adhere to all service management principles.To take ownership of user problems and be proactive when dealing with user issues.Logging / verifying customer detailsIdentifying the issue and categorizing / prioritize the...

  • Service Desk Analyst

    hace 3 semanas

    Guadalajara, México TATA Consultancy Services (TCS) A tiempo completo

    Are you interested in working in one of the biggest IT Companies in Mexico?This position is for you! Tata Consultancy Services is looking for Service Desk Analysts! Work in one of the best companies in Guadalajara and earn the best salaries in the market! All you need is to be able to communicate in English and prior Service Desk Experience! Come and get:-...

  • Service Desk Analyst

    hace 5 días

    Guadalajara, México Wipro Limited A tiempo completo

    Guadalajara, Mexico - Tech Hiring - 3068277 **Job Description**: **_ONSITE POSITION IN GUADALAJARA - MEXICO_** - We are one of the largest and leading global technology services, consulting and corporate processes companies in the world. We are present in more than 69 countries and our team is composed of more than 220,000 employees working on six...

  • Service Desk Analyst

    hace 4 días

    Guadalajara, México Wipro Limited A tiempo completo

    Guadalajara, Mexico- Tech Hiring- **Job Description**:**_ONSITE POSITION IN GUADALAJARA - MEXICO_**- We are one of the largest and leading global technology services, consulting and corporate processes companies in the world. We are present in more than 69 countries and our team is composed of more than 220,000 employees working on six continents. We are...