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Wipro
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Service Desk Analyst - L3

Service Desk Analyst - L3

Wipro

3 - 5 years

2 - 6 Lacs

Pune

Posted:2 months ago| Platform:

Apply

Skills Required

customer service it service desk service desk management service desk coaching data analysis housekeeping helpdesk technical helpdesk technical support incident management desktop support hospitality it helpdesk itil customer experience

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role:
The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipros Service Desk objectives
Do:

Be responsible for primary user support and customer service

Respond to queries from all calls, portal, emails, chats from the client

Become familiar with each client and their respective applications/ processes

Learn fundamental operations of commonly-used software, hardware and other equipment

Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software

Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits

Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework

Regular MIS & resolution log management on queries raised

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 to the appropriate internal team

Identify and suggest improvements on processes, procedures etc.

Deliver:
No.
Performance Parameter
Measure
1.Service Desk DeliveryAdherence to TAT, SLA as per SoWMinimal EscalationCustomer Experience2.PersonalAttendanceDocumentation etc.

Mandatory Skills:

Service Desk Management .
Experience3-5 Years . Quality Analyst
3+ year(s) experience as Quality analyst in Service desk and Infrastructure support environmentShould have knowledge in Service Desk and Infrastructure Support OperationsShould have analytical & reasoning skillsAbility to create Weekly & Monthly Quality reports for the management reviewAbility to analyze large amounts of data and draw out meaningful, actionable summariesExpertise in Microsoft Excel & PowerPointCollaborates well & Effective communicator at all levelsShould have effective coaching skills Roles & Responsibilities

Monitoring calls/ cases to evaluate domain knowledge accuracy and communication ability.

Provide regular feedback and coaching based on the performance, and Coach outliers on a one to one basis and give feedback to Team Leader/Manager whenever its required.

Responsible for generating daily, weekly & monthly reports for internal purposes.

Ensure the Internal monitoring are in sync with the external scores provided by the clients for the site.

Calibrate cases internally with the team to ensure minimum difference in the ratings.

Conduct regular huddles with the teams/ training batches to share client expectations and trends observed.

Performance data analysis for the team and chalking out improvement plans and executing the same, for bottom quartile.

Liaise with the customer counterparts, for any/all KTs that happen.

RCA on Fatal Errors and provide inputs for further training needs.

Suggest Quality improvement plan.

Refresher training to be conducted based on the top defects identified.

Help in updating the Knowledge base.

Educational Qualification:
Any degree (Minimum Graduation) Relevant Knowledge
Six sigma Yellow / Green Belt (added advantage)ITIL training & certification is preferrable Note: Fluent in spoken English is a mandate.

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Service Desk Analyst - L3