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Service Desk Analyst

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Wipro

16d ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    People, HR & Administration

AI generated summary

  • You must provide user support, manage queries, log tickets, ensure compliance with SLAs, and suggest process improvements. Strong communication and detail-oriented skills are essential.
  • You will provide user support, manage queries, log tickets, ensure adherence to SLAs, document resolutions, follow up with customers, 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
  • 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.
  • Functional Competencies/ Skill
  • 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

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 at Wipro?

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

How should a Service Desk Analyst log service desk tickets?

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

What types of queries will a Service Desk Analyst handle?

A Service Desk Analyst will respond to queries from various channels, including calls, the client portal, emails, and chats.

Is knowledge of specific applications and processes necessary for this role?

Yes, a Service Desk Analyst must become familiar with each client and their respective applications and processes.

How is the success of a Service Desk Analyst measured?

Success is measured by adherence to the Service Level Agreements (SLAs), Turnaround Time (TAT), and minimal escalation of issues.

What competencies are required for a Service Desk Analyst?

Required competencies include process excellence, domain knowledge, effective communication, attention to detail, change agility, client centricity, and a passion for results.

Who will a Service Desk Analyst regularly interact with?

A Service Desk Analyst will interact with internal stakeholders such as the Team Lead and core service delivery teams, as well as external clients.

What kind of documentation is expected from a Service Desk Analyst?

A Service Desk Analyst is expected to maintain regular MIS and manage resolution logs on queries raised, as well as record events and problems with their resolutions.

Are there opportunities to suggest improvements in this role?

Yes, a Service Desk Analyst is encouraged to identify and suggest improvements on processes and procedures.

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

Effective communication skills are necessary to handle queries and provide clear updates to clients and internal teams.

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.