Description
In this role, you will be an integral part of Wipro Service Desk team, contributing to the efficiency and effectiveness of user support services. Wipro values competencies such as effective communication, attention to detail, change agility, client-centricity, execution excellence, and a passion for results. Join Wipro, where your skills and dedication will contribute to delivering top-notch IT solutions and services.
About
Wipro, a global leader in IT services and consulting, plays a pivotal role in providing end-to-end solutions to clients. As a service-oriented company, Wipro focuses on delivering high-quality support and solutions across various domains. With a commitment to excellence and adherence to industry standards, Wipro’s Service Desk is a crucial component, serving as the first point of contact for B2B users. The company values efficiency, customer service, and continuous improvement.
Responsibilities
As a Service Desk Analyst at Wipro, your responsibilities will include:
- Being the primary point of contact for B2B users, addressing queries and troubleshooting end-user issues in line with Wipro’s Service Desk objectives.
- Responding to queries through calls, portals, emails, and chats from clients, demonstrating a thorough understanding of each client’s applications and processes.
- Learning fundamental operations of commonly-used software, hardware, and other equipment to provide effective user support.
- Following standard service desk operating procedures, accurately logging all service desk tickets using defined tracking software.
- Ensuring the maintenance of the scorecard as per the Statement of Work (SoW) with respect to Turnaround Time (TAT), Service Level Agreements (SLA), and hits.
- Managing queries, resolving them, and escalating if needed, adhering to defined helpdesk policies and frameworks.
- Recording events and problems along with their resolutions in logs, providing regular updates on customer status and information.
- Passing on feedback, suggestions, and escalations from customers to the appropriate internal teams.
- Identifying and suggesting improvements on processes and procedures.
Skills
To perform effectively in this role, you should possess:
- Process Excellence: Ability to follow Service Desk standards and norms, ensuring consistent results and effective control and risk reduction.
- Domain Knowledge: Knowledge of the process/domain managed, demonstrating competence to expertise.
Eligibility Criteria
- Experience in Service Desk operations or related fields.
Job Type
- Regular
- Full-time
Job Location
- Pune, India
