Want Job Alerts? Join UsWipro Recruitment 2024 Hiring For Service Desk Analyst Role Details:
About Company:
Wipro Limited is an Indian multinational technology company that provides information technology, consulting and business process services. It is one of the six leading Indian Big Tech companies.
Job Profile: Service Desk Analyst
Degree Required: B.E/B.Tech/Any degree
Experience Required: Freshers
Salary/CTC: Best in Industry
Work Location: Bangalore
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
Be responsible for primary user support and customer service
- Respond to queries from all calls, portal, emails, chats fromthe client
- Become familiar with each client and their respectiveapplications/ processes
- 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.
| Competency Levels | |
| Foundation | Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal 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
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Note: Shortlisted candidates will receive an email/call for the further interview process.