Service Desk Analyst

About Wipro

Wipro Limited is a leading technology service and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. They leverage their holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready sustainable businesses.

Your role

The purpose of this role is to be the first point of contact for theB2B users who call the Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro’s Service Desk objectives.

Be responsible for primary user support and customer service

• Respond to queries from all calls, portal, emails, and chats from the client
• Become familiar with each client and their respective applications/ processes
• 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 resolved 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, or escalations by customers to the appropriate internal team
• Identify and suggest improvements on processes, procedures etc.

Training & development 

Wipro provides various opportunities for its employees to improve and grow while working for the company’s mission. Wipro provides its employees with opportunities to learn both professional and interpersonal skills for their development. Wipro is committed to offering opportunities to acquire new skills and strengthen their readiness to advance into new roles.

Benefits

Listed below are some benefits

• Insurance, Health & Wellness
• Financial & Retirement
• Family & Parenting
• Vacation & Time Off
• Perks (Source: Ambition Box).

Work-life balance

• Work-life balance is rated at 3.4/5.0 (Source: Ambition Box).
• They have flexible work timings and this is a desk job.
• Work days are usually from Monday to Friday with flexible work timings.
• This role is considered flexible and will be a mix of working from the office and home depending on your preferences and the arrangements determined by your future manager.

Culture & vibe

The culture at Wipro is very open and friendly. There are many opportunities for personal growth with regular training programs conducted in the company. Employees learn from their colleagues as well as from senior management. They can also get involved in different committees/groups formed by the Company to give their inputs on various topics relevant to the industry or domain where they work.

About you

The requirements for the role are as follows:

Stakeholder Interaction

• Team Lead (Service Desk) - Regular reporting & updates
• Core Service Delivery Team - For adherence to SD SoW
• Clients - Handle issues/ queries

Functional Competencies/ Skill

• Process Excellence - Ability to follow the Service Desk standards and norms to produce consistent results, provide effective control 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 (in parts) frequently with minimal support and guidance.
• Competent - Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
• Expert - Applies the competency in all situations and it serves as a guide to others as well.
• Master - Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.

Behavioural Competencies

• Effective Communication
• Detail Oriented
• Change Agility
• Client centricity
• Execution Excellence
• Passion for Results

Deliver

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

How to apply

To apply for the job just click the Apply on employer site button below, fill in all the details and submit your resume.