Wipro Recruitment 2023 | Service Desk Analyst

Wipro Recruitment 2023 for Service Desk Analyst. Interested Candidates can go through the details and apply using the link provided at the bottom of the Post.

Apply Before the Link expired/ Job is Filled.

About Wipro

Wipro is an Indian multinational corporation that offers a wide range of IT services, consulting, and business process outsourcing solutions to clients across various industries worldwide. Founded in 1945 by M.H. Hasham Premji, the company has grown significantly over the years and is now headquartered in Bangalore, India. With a strong focus on innovation and sustainability, Wipro has become a leading player in the technology industry, consistently delivering value to its clients through cutting-edge solutions and services. Today, Wipro employs over 200,000 people across the globe and has a reputation for providing quality services to its clients while maintaining ethical business practices.

Wipro Recruitment 2023

Company name	Wipro
Website	www.wipro.com
Job Role	Service Desk Analyst
Work Location	Bengaluru, India
Job Type	Full Time
Experience	Entry Level
Qualification	Bachelor’s Degree
Batch	Not Mentioned
Package	4 – 7 LPA (Expected)

Job Description

Role Purpose

The primary objective of this role is to serve as the initial point of contact for B2B users reaching out to Wipro Service Desk. The goal is to troubleshoot end-user issues in alignment with Wipro’s Service Desk objectives.

Key Responsibilities

1. Take ownership of primary user support and customer service.
2. Respond promptly to queries received through calls, portal, emails, and chats from clients.
3. Familiarize oneself with each client and their respective applications/processes.
4. Acquire knowledge of fundamental operations of commonly-used software, hardware, and other equipment.
5. Adhere to standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software.
6. Ensure the maintenance of the scorecard in accordance with the Statement of Work (SoW) with respect to Turnaround Time (TAT), Service Level Agreement (SLA), and hits.
7. Manage all queries or escalate unresolved issues according to the defined helpdesk policies and framework.

Regular MIS & Resolution Log Management:

1. Maintain regular Management Information System (MIS) and resolution log on raised queries.
2. Record events and problems, along with their resolutions, in logs.
3. Follow up and update customer status and information.
4. Communicate any feedback, suggestions, or escalations from customers to the appropriate internal team.
5. Identify and propose improvements to processes and procedures.

Stakeholder Interaction

• Internal:
  • Team Lead – Service Desk: Regular reporting and updates.
  • Core Service Delivery Team: Ensure adherence to Service Desk SoW.
• External:
  • Clients: Handle issues/queries.

Competencies

Functional Competencies/Skills:

1. Process Excellence:
   • Ability to follow Service Desk standards and norms competently.
   • Expertise in producing consistent results, providing effective control, and reducing risks.
2. Domain Knowledge:
   • Competent to Expert knowledge of the processes/domains managed.

Competency Levels:

• Foundation: Knowledgeable about competency requirements, demonstrates parts of it frequently with minimal support.
• Competent: Consistently demonstrates the full range of competency without guidance, extends it to difficult and unknown situations.
• Expert: Applies the competency in all situations and serves as a guide to others.
• Master: Coaches others, builds organizational capability, and is recognized within the entire organization.

Behavioral Competencies:

1. Effective Communication
2. Detail Orientation
3. Change Agility
4. Client Centricity
5. Execution Excellence
6. Passion for Results

Performance Parameters:

1. Service Desk Delivery:
   • Adherence to TAT, SLA as per SoW
   • Minimal Escalation
2. Personal:
   • Attendance
   • Documentation, etc.

How to Apply?

• To apply for a job, read through all information provided on the job listing page carefully.
• Look for the apply link on the job listing page, usually located somewhere on the page.
• Clicking on the apply link will take you to the company’s application portal.
• Enter your personal details and any other information requested by the company in the application portal.
• Pay close attention to the instructions provided and fill out all necessary fields accurately and completely.
• Double-check all the information provided before submitting the application.
• Ensure that your contact information is correct and up-to-date, and accurately reflect your qualifications and experience.
• Submitting an application with incorrect or incomplete information could harm your chances of being selected for an interview.

Apply Link