Help Desk Support Specialist

hace 2 días


San José, San José, Costa Rica Wipro Limited A tiempo completo

**Job Overview**

The Help Desk Support Specialist role at Wipro Limited is a crucial position that requires exceptional customer service skills and technical expertise. As the first point of contact for B2B users, this individual will be responsible for troubleshooting end-user issues in line with Wipro's Service Desk objectives.

**Key Responsibilities**

The Help Desk Support Specialist will be accountable for providing primary user support and customer service, ensuring accurate logging of all service desk tickets using defined tracking software, and maintaining scorecards as per Service Level Agreements (SLA) and Key Performance Indicators (KPIs). Additionally, they will manage queries, escalate issues if necessary, and follow standard service desk operating procedures.

**Stakeholder Interaction**

This role involves interacting with various stakeholders, including Team Leads, Core Service Delivery Teams, and clients. The Help Desk Support Specialist must maintain effective communication channels to ensure seamless collaboration and issue resolution.

**Competency Requirements**

To excel in this role, candidates must possess strong functional competencies, including Process Excellence, Domain Knowledge, and Effective Communication. They should also demonstrate Behavioral Competencies such as Change Agility, Client Centricity, and Execution Excellence.

**Performance Parameters**

The Help Desk Support Specialist's performance will be measured against key parameters, including Service Desk Delivery, Personal Development, and Customer Experience. Regular reporting and updates are essential to ensure adherence to Service Level Agreements (SLA) and Key Performance Indicators (KPIs).


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