Wipro hiring any graduates for post of Service Desk Analyst

2022-03-20 Click here to join our placement whatsapp group

1. Be responsible for primary user support and customer service
   1. Respond to queries from all calls, portal, emails, chats fromthe client
   2. Become familiar with each client and their respectiveapplications/ processes
   3. Learn fundamental operations of commonly-used software, hardwareand other equipment
   4. Follow standard service desk operating procedures by accuratelylogging all service desk tickets using the defined tracking software
   5. Ensure that the scorecard is maintained as per SoW with respectto TAT, SLA & hits
   6. Manage all queries or escalate if not resolve as per the definedhelpdesk policies and framework

 

2. Regular MIS & resolution log management on queriesraised
   1. Record events and problems and their resolution in logs
   2. Follow-up and update customer status and information
   3. Pass on any feedback, suggestions, escalations by customers tothe appropriate internal team
   4. Identify and suggest improvements on processes, procedures etc.

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

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