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Wipro
568 Wipro Jobs
Service Desk Analyst
Wipro
posted 16hr ago
Flexible timing
Key skills for the job
Role Purpose
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 Wipros Service Desk objectives
Do
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:
Competency Levels
Foundation
Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
Competent
Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
Expert
Applies the competency in all situations and is serves as a guide to others as well.
Master
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.
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.
Employment Type: Full Time, Permanent
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