Service Desk Analyst
Job Description
<strong><em>Role Purpose<br><br></em></strong><em>The purpose of this role is to the first point of contact for theB2B users who call Wipro Service Desk to troubleshoot appropriate enduser issues in line with Wipro’s Service Desk objectives<br><br></em><strong><em>Do</em></strong><ul><li><strong>Be responsible for primary user support and customer service</strong></li><ul><li>Respond to queries from all calls, portal, emails, chats fromthe client</li><li>Become familiar with each client and their respectiveapplications/ processes</li><li>Learn fundamental operations of commonly-used software, hardwareand other equipment</li><li>Follow standard service desk operating procedures by accuratelylogging all service desk tickets using the defined tracking software</li><li>Ensure that the scorecard is maintained as per SoW with respectto TAT, SLA & hits</li><li>Manage all queries or escalate if not resolve as per the definedhelpdesk policies and framework</li></ul></ul><ul><li><strong>Regular MIS & resolution log management on queriesraised </strong></li><ul><li>Record events and problems and their resolution in logs</li><li>Follow-up and update customer status and information</li><li>Pass on any feedback, suggestions, escalations by customers tothe appropriate internal team</li><li>Identify and suggest improvements on processes, procedures etc.<br><br></li></ul></ul><strong> <br><br></strong><strong> <br><br></strong><strong> <br><br></strong><strong> <br><br></strong><strong> <br><br></strong><strong> <br><br></strong><strong> <br><br></strong><strong> <br><br></strong><strong> <br><br></strong><strong><em>Stakeholder Interaction<br><br></em></strong><strong><em>Stakeholder Type<br><br></em></strong><strong><em>Stakeholder Identification<br><br></em></strong><strong><em>Purpose of Interaction<br><br></em></strong><strong><em>Internal<br><br></em></strong><em>Team Lead – Service Desk<br><br></em><em>Regular reporting & updates<br><br></em><em>Core Service Delivery Team <br><br></em><em>For adherence to SD SoW<br><br></em><strong><em>External<br><br></em></strong><em>Clients <br><br></em><em>Handle issues/ queries <br><br></em><strong> <br><br></strong><strong> <br><br></strong><strong><em>Display<br><br></em></strong><em>Lists the competencies required to perform this role effectively:</em><ul><li><strong>Functional Competencies/ Skill</strong></li><ul><li>Process Excellence – Ability to follow the Service Deskstandards and norms to produce consistent results, provide effectivecontrol and reduction of risk – Competent to Expert</li><li>Domain Knowledge – Knowledge of process/ domain managed– Competent to Expert<br><br></li></ul></ul><strong><em>Competency Levels<br><br></em></strong><strong><em>Foundation<br><br></em></strong><em>Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.<br><br></em><strong><em>Competent<br><br></em></strong><em>Consistently demonstrates the full range of the competencywithout guidance. Extends the competency to difficult and unknownsituations as well.<br><br></em><strong><em>Expert<br><br></em></strong><em>Applies the competency in all situations and is serves as a guideto others as well.<br><br></em><strong><em>Master<br><br></em></strong><em>Coaches others and builds organizational capability in thecompetency area. Serves as a key resource for that competency and isrecognised within the entire organization.<br><br></em><strong> <br><br></strong><strong> </strong><ul><li><strong>Behavioral Competencies</strong></li><ul><li>Effective Communication</li><li>Detail Oriented</li><li>Change Agility</li><li>Client centricity</li><li>Execution Excellence</li><li>Passion for Results<br><br></li></ul></ul><strong><em>Deliver<br><br></em></strong><strong><em>No.<br><br></em></strong><strong><em>Performance Parameter<br><br></em></strong><strong><em>Measure<br><br></em></strong><li><br><br></li><em>Service Desk Delivery<br><br></em><em>Adherence to TAT, SLA as per SoW<br><br></em><em>Minimal Escalation <br><br></em><em>Customer Experience<br><br></em><li><br><br></li><em>Personal<br><br></em><em>Attendance<br><br></em><em>Documentation etc. <br><br></em>TIS Service Desk
