Wipro Recruitment Drive; Hiring Service Desk Analyst – Apply Now

The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro’s Service Desk objectives. Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

Name of the Organization: Wipro

Requisition ID: 3105484

Positions: Service Desk Analyst

Location: Bangalore

Salary: As per company Norms

Required Skills & Qualifications:

• Graduate
• Team Lead - Service Desk
• Regular reporting & updates
• Core Service Delivery Team
• For adherence to SD SoW
• Process Excellence - Ability to follow the Service Desk standards and norms to produce consistent results, provide effective control and reduction of risk
• Domain Knowledge - Knowledge of process/ domain managed
• Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
• Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
• Applies the competency in all situations and is serves as a guide to others as well.
• Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognised within the entire organization.

Behavioral Competencies:

• Effective Communication
• Detail Oriented
• Change Agility
• Client centricity
• Execution Excellence
• Passion for Results

Roles & 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.

 

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