Service Desk Analyst [Mexico]

 

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Overview:

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 SoW

Minimal Escalation

Customer Experience

2.

Personal

Attendance

Documentation etc.

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