FAQs
What is the primary responsibility of a Service Desk Analyst?
The primary responsibility of a Service Desk Analyst is to be the first point of contact for B2B users who call the Wipro Service Desk to troubleshoot and resolve end-user issues in line with Wipro’s Service Desk objectives.
How do we handle user queries?
User queries can be handled through various channels including phone calls, the service desk portal, emails, and chats from clients.
What should a Service Desk Analyst be familiar with?
A Service Desk Analyst should become familiar with each client and their respective applications and processes, as well as learn the fundamental operations of commonly-used software, hardware, and other equipment.
What is expected in terms of logging service desk tickets?
All service desk tickets must be accurately logged using the defined tracking software and adherence to standard service desk operating procedures is mandatory.
What performance parameters are measured for a Service Desk Analyst?
Performance parameters include adherence to Turnaround Time (TAT) and Service Level Agreements (SLA) as per the Statement of Work (SoW), minimal escalation of issues, and overall customer experience.
How does a Service Desk Analyst manage unresolved queries?
A Service Desk Analyst is responsible for managing all queries and must escalate issues that cannot be resolved according to defined helpdesk policies and framework.
What type of reports will a Service Desk Analyst be responsible for?
A Service Desk Analyst will regularly manage Management Information System (MIS) reports and maintain resolution logs on queries raised.
How important is effective communication for this role?
Effective communication is a key behavioral competency for a Service Desk Analyst, as it is crucial for interacting with clients and internal stakeholders.
Is there an expectation for continuous improvement in processes?
Yes, a Service Desk Analyst is expected to identify and suggest improvements in processes and procedures based on their experience and customer feedback.
What competencies are required for the role of a Service Desk Analyst?
Required competencies include Process Excellence, Domain Knowledge, Effective Communication, Detail Orientation, Change Agility, Client Centricity, Execution Excellence, and a Passion for Results.