Wipro is Hiring for Service Desk Analyst Role Apply Online
Wipro is Hiring for Service Desk Analyst Role Apply Online
Role Purpose
- Be the first point of contact for B2B users encountering issues.
- Troubleshoot problems in line with Wipro’s Service Desk objectives.
Do
- Primary User Support & Customer Service:
- Respond to inquiries from calls, emails, chats, and portals.
- Become familiar with each client and their applications/processes.
- Technical Expertise:
- Learn fundamental operations of commonly used software, hardware, and equipment.
- Service Desk Procedures:
- Follow standard procedures by accurately logging tickets in the tracking software.
- Ensure scorecard is maintained regarding TAT, SLA, and hits as per SoW.
- Issue Resolution:
- Manage all queries or escalate them if needed according to defined policies.
- Reporting & Documentation:
- Maintain regular MIS & resolution logs on raised queries.
- Record events, problems, and their resolutions in logs.
- Follow-up and update customer status and information.
- Feedback & Improvement:
- Pass on customer feedback, suggestions, and escalations to the appropriate team.
- Identify and suggest improvements on processes and procedures.
Stakeholder Interaction
| Stakeholder Type | Stakeholder Identification | Purpose of Interaction |
| Internal | Team Lead (Service Desk) | Regular reporting & updates |
| Internal | Core Service Delivery Team | Adherence to SD SoW |
| External | Clients | Handle issues/queries |
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Display
- Functional Competencies/ Skills
- Process Excellence (Competent to Expert)
- Domain Knowledge (Competent to Expert)
Competency Levels
- Foundation: Basic knowledge, requires support and guidance.
- Competent: Consistent demonstration of the competency without guidance.
- Expert: Applies the competency in all situations and guides others.
- Master: Coaches others and builds competency within the organization.
- Behavioral Competencies
- Effective Communication
- Detail Oriented
- Change Agility
- Client Centricity
- Execution Excellence
- Passion for Results
Deliver
- Performance Parameters
- Service Desk Delivery (adherence to TAT, SLA, minimal escalation, customer experience)
- Personal (attendance, documentation)