Service Desk Analyst

hace 7 meses

San José, Costa Rica Wipro Limited A tiempo completo

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**
- _ 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 mínimal 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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