Wipro Careers Recruitment for Service Desk Analyst: It is great opportunity for applicants, who are looking for Wipro Service Desk Analyst in Bangalore location.
Interested applicants can apply for the recruitment drive of Wipro Service Desk Analyst and register through the given below link. The detailed eligibility criteria and the application process of Wipro Service Desk Analyst details are given below.
Here, you will get the information about the recruitment of Wipro Recruitment Drive such as Name of Company, Job Location, Job Role or Profile, Experience or Fresher Required, Year of Passing, Qualification or Eligibility Criteria, and much more.
Job seekers are advised to read all the details before making online applications for Wipro Service Desk Analyst opening in Bangalore location.
Job Summary of Wipro Jobs & Careers Hiring for Service Desk Analyst:
Name of Company: Wipro
Location: Bangalore
Profile: Service Desk Analyst
IQVIA Associate Software Developer Job Opening
Wipro Service Desk Analyst Recruitment Drive-Details:
Role Purpose
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
Do
- Be responsible for primary user support and customer service
- Respond to queries from all calls, portal, emails, chats fromthe client
- Become familiar with each client and their respectiveapplications/ processes
- Learn fundamental operations of commonly-used software, hardwareand other equipment
- Follow standard service desk operating procedures by accuratelylogging all service desk tickets using the defined tracking software
- Ensure that the scorecard is maintained as per SoW with respectto TAT, SLA & hits
- Manage all queries or escalate if not resolve as per the definedhelpdesk policies and framework
- Regular MIS & resolution log management on queriesraised
- 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 tothe appropriate internal team
- Identify and suggest improvements on processes, procedures etc.
Stakeholder Interaction
| Stakeholder Type | Stakeholder Identification | Purpose of Interaction |
| Internal | Team Lead – Service Desk | Regular reporting & updates |
| Core Service Delivery Team | For adherence to SD SoW | |
| External | Clients | Handle issues/ queries |
Display
Lists the competencies required to perform this role effectively:
- Functional Competencies/ Skill
- Process Excellence – Ability to follow the Service Deskstandards and norms to produce consistent results, provide effectivecontrol and reduction of risk – Competent to Expert
- Domain Knowledge – Knowledge of process/ domain managed– Competent to Expert
| Competency Levels | |
| Foundation | Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance. |
| Competent | Consistently demonstrates the full range of the competencywithout guidance. Extends the competency to difficult and unknownsituations as well. |
| Expert | Applies the competency in all situations and is serves as a guideto others as well. |
| Master | Coaches others and builds organizational capability in thecompetency area. Serves as a key resource for that competency and isrecognised within the entire organization. |
- Behavioral Competencies
- Effective Communication
- Detail Oriented
- Change Agility
- Client centricity
- Execution Excellence
- Passion for Results
Deliver
| No. | Performance Parameter | Measure |
| 1. | Service Desk Delivery | Adherence to TAT, SLA as per SoWMinimal EscalationCustomer Experience |
| 2. | Personal | AttendanceDocumentation etc. |
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How to apply Wipro Recruitment Drive for the role of Service Desk Analyst?
Apply Link/Registration Link of Wipro Job & Careers & for More Details: Click Here