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Service Desk Analyst

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Wipro

19d ago

  • Job
    Full-time
    Entry & Junior Level
  • Customer Relations
    IT & Cybersecurity

AI generated summary

  • You must provide primary user support, manage queries, log tickets, follow procedures, ensure TAT/SLA adherence, communicate effectively, and possess process knowledge with attention to detail.
  • You will support users, respond to queries across various channels, log tickets, manage SLAs, follow up with customers, document resolutions, and suggest process improvements.

Requirements

  • Be responsible for primary user support and customer service
  • Respond to queries from all calls, portal, emails, 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 resolve as per the defined helpdesk policies and framework
  • 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 to the appropriate internal team
  • Identify and suggest improvements on processes, procedures etc.
  • 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
  • Effective Communication
  • Detail Oriented
  • Change Agility
  • Client centricity
  • Execution Excellence
  • Passion for Results
  • Adherence to TAT, SLA as per SoW
  • Minimal Escalation
  • Attendance
  • Documentation etc.

Responsibilities

  • Be responsible for primary user support and customer service
  • Respond to queries from all calls, portal, emails, 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, escalations by customers to the appropriate internal team
  • Identify and suggest improvements on processes, procedures etc.

FAQs

What is the primary responsibility of a Service Desk Analyst?

The primary responsibility of a Service Desk Analyst is to serve as the first point of contact for B2B users, troubleshooting and resolving end user issues in line with Wipro’s Service Desk objectives.

What platforms do Service Desk Analysts need to respond to queries from?

Service Desk Analysts are expected to respond to queries from calls, the service desk portal, emails, and chats from the client.

Is it necessary for Service Desk Analysts to learn about specific client applications?

Yes, Service Desk Analysts need to become familiar with each client and their respective applications and processes.

What kind of logging is required for service desk tickets?

Service Desk Analysts must accurately log all service desk tickets using the defined tracking software, following standard operating procedures.

How is performance monitored for Service Desk Analysts?

Performance is monitored through adherence to TAT, SLA, and scorecard metrics as specified in the Statement of Work (SoW).

What should a Service Desk Analyst do if they cannot resolve a query?

If a Service Desk Analyst cannot resolve a query, they should escalate the issue according to the defined helpdesk policies and framework.

Is regular reporting required for this role?

Yes, regular MIS (Management Information System) and resolution log management on queries raised is required.

What type of communication skills are necessary for a Service Desk Analyst?

Effective communication skills are essential for a Service Desk Analyst to handle client interactions and provide quality support.

What are the essential competencies for a Service Desk Analyst?

Essential competencies include process excellence, domain knowledge, effective communication, detail orientation, change agility, client centricity, execution excellence, and a passion for results.

How is customer experience measured for Service Desk Analysts?

Customer experience is measured based on adherence to service delivery parameters like TAT, SLA, and the level of minimal escalation in support cases.

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Wipro

Technology
Industry
10,001+
Employees
1945
Founded Year

Mission & Purpose

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 250,000 employees and business partners across 66 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.