Service Desk Analyst

hace 2 semanas

Alajuela, Alajuela, 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._

  • Service Desk Support Analyst

    hace 4 semanas

    Alajuela, Alajuela, Costa Rica 3M A tiempo completo

    **Job Description**:Job SummaryThe Service Desk Support Analyst provides technical support by phone and chat to 3M employees, contractors, and vendors, on Windows / iOS, Office, software/hardware technical issues and IT-related inquiries.This position requires technical and functional knowledge of various programs and IT infrastructure, as well as the...

  • Service Desk Support Analyst

    hace 3 semanas

    Alajuela, Alajuela, Costa Rica 3M A tiempo completo

    **Job Description**:Job SummaryThe Service Desk Support Analyst provides technical support by phone, chat and web tickets to 3M employees, contractors and vendors, on Windows / iOS, software/hardware technical issues, inquiries, business processes and requite cummunicationsests.This position requires technical and functional knowledge of various programs and...

  • Service Desk Support Analyst

    hace 3 semanas

    Alajuela, Alajuela, Costa Rica 3M A tiempo completo

    **Job Description**:Job SummaryThe Service Desk Support Analyst provides technical support by phone, chat and web tickets to 3M employees, contractors and vendors, on Windows / iOS, software/hardware technical issues, inquiries and business processes.This position requires technical and functional knowledge of various programs and IT infrastructure, as well...

  • Service Desk Support Analyst

    hace 4 semanas

    Alajuela, Alajuela, Costa Rica 3M A tiempo completo

    **Job Description**:Job SummaryThe Service Desk Support Analyst provides technical support by phone, chat and web tickets to 3M employees, contractors and vendors, on Windows / iOS, software/hardware technical issues, inquiries and business processes.This position requires technical and functional knowledge of various programs and IT infrastructure, as well...

  • Mgr-Front Desk

    hace 3 semanas

    Alajuela, Alajuela, Costa Rica Marriott International, Inc A tiempo completo

    **Job Number** **Job Category** Rooms & Guest Services Operations**Location** Costa Rica Marriott Hotel Hacienda Belen, P. O.Box , San Jose, Costa Rica, Costa Rica**Schedule** Full-Time**Located Remotely?** N**Relocation?** N**Position Type** Management**JOB SUMMARY**Assists the Front Office Manager in administering front office functions and supervising...

  • It Service Delivery Analyst

    hace 2 semanas

    Alajuela, Alajuela, Costa Rica Emerson A tiempo completo

    Specific Responsibilities- Planning & Administration _- Provide information and assist IT Service Delivery Supervisor when requested- Follow and enforce Emerson policies regarding IT management, security, standards and procedures- Assists users with business proposal generation, regarding our standards and policies- IT Infrastructure & Support: _- Always...

  • Global Customer Service Analyst

    hace 3 semanas

    Alajuela, Alajuela, Costa Rica 3M A tiempo completo

    **Description**: 3M is seeking passionate and driven Customer Account Analyst(s) for the Global Channel Services Team located in Costa Rica.Be part of what's next**Job Summary**:The person hired for the position of Customer Account Analyst will be responsible for the Customer service activities in support of international customers.Primary Responsibilities...

  • Bilingual Inbound Analyst

    hace 2 semanas

    Alajuela, Alajuela, Costa Rica 3M A tiempo completo

    **Job Description**:3M Is Hiring Bilingual Inbound AnalystAs a 3M call center representative, you will be a key member of the Medical Solutions Division Advantage Center by enhancing our customers experience with their healthcare needs.You will be interacting with individuals such as: patients, family members, physicians, skilled nursing facilities, and...

  • Service Controller

    hace 1 semana

    Alajuela, Alajuela, Costa Rica Netser Group A tiempo completo

    Empresa dedicada a la entrega de servicios de tecnología para Latinoamérica y el Caribe, se encuentra en la búsqueda de profesional con experiência en atención a clientes, recepción de casos/tickets de servicios para Verificación de calidad y níveles de servicio.**Funciones**:- Persigue la Calidad del Servicio, de una manera eficiente bajo las...

  • Business Sr Applications Analyst/ Information

    hace 3 semanas

    Alajuela, Alajuela, Costa Rica Juntoscr A tiempo completo

    **Overview**:You will examine our current system and determine if updates are necessary.You will then work with our IT department to design and test new software solutions.Once the new programs are in place, you will develop training programs for our staff to ensure a smooth transition.You will also oversee daily maintenance and troubleshooting tasks, which...