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 Service Desk Analyst Job Role – Bengaluru, India

About the Role

Wipro is looking for a Service Desk Analyst who will be the first point of contact for B2B users calling the Service Desk. This role is essential in helping users troubleshoot issues related to Wipro’s services and ensuring customer satisfaction in line with the Service Desk’s objectives. If you're passionate about customer service and have a knack for solving technical issues, this role might be the perfect fit for you.

Job Responsibilities

1. Primary Support and Customer Service

   • Act as the main point of contact for all customer inquiries via calls, portals, emails, and chats.
   • Familiarize yourself with each client’s specific needs and the applications or processes they use.

2. Technical Knowledge and Support

   • Gain a solid understanding of the basic operations of frequently used software, hardware, and equipment.
   • Log all service desk tickets accurately by following established service desk procedures.
   • Work to meet standards for service quality, including adherence to Turnaround Time (TAT) and Service Level Agreements (SLA).
   • Manage and, if needed, escalate unresolved issues as per the helpdesk policies.

3. Manage Logs and Customer Information

   • Keep a record of incidents, problems, and solutions in logs.
   • Follow up on tickets, providing status updates and customer information as required.
   • Collect and pass along any feedback or suggestions from customers to relevant internal teams for improvements.
   • Proactively suggest ways to improve current processes and procedures.

Interaction with Stakeholders

• Internal

  • Team Lead – Service Desk: For regular updates and reporting.
  • Core Service Delivery Team: Ensuring alignment with Service Desk Statement of Work (SoW) standards.

• External

  • Clients: Directly handle and resolve client issues and inquiries.

Key Skills and Competencies

1. Process Excellence

   • Ability to adhere to Service Desk standards, producing consistent results and reducing risk.

2. Domain Knowledge

   • Understand the specific processes and domain you are working in.

3. Behavioral Skills

   • Effective Communication: Clearly articulate information to clients and colleagues.
   • Detail-Oriented: Pay close attention to details for accurate ticket logging and problem resolution.
   • Change Agility: Adapt well to changing environments and client needs.
   • Client-Centricity: Prioritize client needs and aim to deliver exceptional service.
   • Execution Excellence: Strive to meet all targets and deliver high-quality work.
   • Passion for Results: Show commitment to achieving excellent outcomes in every task.

Performance Metrics

1. Service Desk Delivery

   • Adhere to TAT and SLA as per the Service Desk’s Statement of Work.
   • Minimize the number of escalations and prioritize a positive customer experience.

2. Personal Performance

   • Maintain good attendance, proper documentation, and manage your tasks effectively.

Why This Role is Important

As a Service Desk Analyst, you’ll be essential in ensuring clients have a smooth, problem-free experience. By effectively managing their technical issues, you’ll help maintain Wipro’s high standards in client service. This role also offers a chance to grow in knowledge and skill, setting a strong foundation for a career in customer and technical support.

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