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Service Desk Analyst

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Wipro

5d ago

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

AI generated summary

  • You must provide user support, respond to queries, log tickets, manage resolutions, and suggest process improvements. Strong communication, attention to detail, and client focus are essential.
  • You will provide user support, respond to queries, log tickets, manage resolutions, update customer status, and suggest process improvements while adhering to service desk procedures and standards.

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.
  • 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 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.

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 to troubleshoot and resolve end user issues in line with Wipro’s Service Desk objectives.

How do Service Desk Analysts log service desk tickets?

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

What skills are essential for this role?

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

How are performance metrics evaluated for Service Desk Analysts?

Performance metrics are evaluated based on adherence to TAT and SLA as per the Statement of Work (SoW), minimal escalations, and overall customer experience.

What type of training do Service Desk Analysts receive?

Service Desk Analysts receive training on commonly-used software, hardware, and processes relevant to each client to ensure effective troubleshooting and resolution of issues.

How do Service Desk Analysts manage escalated queries?

When unable to resolve a query, Service Desk Analysts manage escalations according to defined helpdesk policies and framework.

What is the purpose of regular reporting and updates?

Regular reporting and updates help ensure adherence to service desk standards and facilitate communication with internal teams for continuous improvement.

What type of clients do Service Desk Analysts interact with?

Service Desk Analysts interact with B2B clients, handling their issues and queries efficiently.

What is the expected customer interaction process?

Service Desk Analysts are expected to follow up and update customers on their status and provide feedback, suggestions, or escalations to internal teams as needed.

Is attendance important for Service Desk Analysts?

Yes, attendance is a vital part of personal performance evaluation for Service Desk Analysts, alongside thorough documentation and service delivery metrics.

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.