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Service Desk Analyst

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Wipro

3mo ago

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

AI generated summary

  • You should provide primary user support, manage queries, log tickets accurately, ensure TAT/SLA compliance, communicate effectively, and suggest process improvements while being detail-oriented and client-centric.
  • You will provide user support, respond to client queries, log tickets, manage escalations, maintain scorecards, 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
  • 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 purpose of a Service Desk Analyst?

The primary purpose of a Service Desk Analyst is to be the first point of contact for B2B users who call the Wipro Service Desk to troubleshoot end user issues in line with Wipro's Service Desk objectives.

What types of queries will a Service Desk Analyst respond to?

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

Is it necessary for a Service Desk Analyst to understand the clients' applications and processes?

Yes, a Service Desk Analyst is expected to become familiar with each client and their respective applications/processes.

What tracking software is used by Service Desk Analysts?

Service Desk Analysts are required to accurately log all service desk tickets using defined tracking software as part of standard operating procedures.

How is the performance of a Service Desk Analyst measured?

Performance is measured through adherence to TAT (Turnaround Time) and SLA (Service Level Agreements), along with customer experience and minimal escalations.

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

A Service Desk Analyst is expected to record events and problems along with their resolutions in logs and follow up to update customer statuses and information.

What competencies are required for a Service Desk Analyst?

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

How does a Service Desk Analyst handle issues that they cannot resolve?

If a Service Desk Analyst cannot resolve an issue, they are expected to escalate it according to the defined helpdesk policies and framework.

What type of stakeholder interaction does a Service Desk Analyst engage in?

A Service Desk Analyst engages in regular reporting and updates with internal stakeholders like the Team Lead and the Core Service Delivery Team, as well as handling issues and queries from external clients.

Is feedback from clients important for a Service Desk Analyst?

Yes, a Service Desk Analyst is responsible for passing on any feedback, suggestions, or escalations from customers to the appropriate internal team.

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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.