Service Desk Analyst

Role Purpose:

As a Service Desk Analyst, you will be the first point of contact for B2B users reaching out to the Wipro Service Desk. Your primary responsibility will be to provide effective troubleshooting and resolution of end-user issues, ensuring adherence to service desk objectives and delivering an excellent customer experience.

Key Responsibilities:

User Support & Issue Resolution

• Act as the primary contact for user support via calls, portals, emails, and chat.
• Respond to and resolve queries related to commonly-used software, hardware, and other equipment.
• Accurately log and track all service desk tickets in the defined software.
• Ensure compliance with SLAs, TAT, and scorecard metrics as per the SoW.
• Escalate unresolved issues in accordance with the helpdesk policies and framework.

Monitoring & Reporting

• Maintain regular MIS and resolution logs for all queries raised.
• Record events, problems, and resolutions in detailed logs.
• Follow up with users to ensure issues are resolved to their satisfaction.
• Share feedback, suggestions, or escalations with internal teams for continuous improvement.

Process Improvement

• Identify and suggest enhancements to service desk processes and procedures.
• Provide regular reporting and updates to the Team Lead and Core Service Delivery Team.

Key Competencies & Skills:

Functional Skills

• Process Excellence: Ability to follow service desk standards and norms, ensuring consistent and effective results.
• Domain Knowledge: Understanding of the managed process/domain.

Behavioral Competencies

• Effective Communication
• Detail Orientation
• Change Agility
• Client Centricity
• Execution Excellence
• Passion for Results

Qualifications:

• Previous experience in a service desk or customer support role is preferred.
• Proficiency in troubleshooting software, hardware, and other IT systems.
• Excellent communication and interpersonal skills.
• Ability to multitask and prioritize effectively in a fast-paced environment.

Performance Metrics:

• Adherence to TAT and SLA metrics as per the SoW.
• Minimal client escalations and a high level of customer satisfaction.
• Accurate and timely documentation and reporting.