Service Desk Analyst
Wipro
- Pune, Maharashtra
- Permanent
- Full-time
- 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.
- 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
- Behavioral Competencies
- Effective Communication
- Detail Oriented
- Change Agility
- Client centricity
- Execution Excellence
- Passion for Results