Service Desk Manager

As a Service Desk Manager at Wipro Limited, you will be responsible for overseeing help desk support to ensure timely and effective resolution of end user problems. Your role will involve enabling users to access necessary information and utilize technology resources efficiently. By focusing on reducing incidents and implementing self-heal and self-help techniques, you will aim to enhance productivity at the ServiceDesk. Key Responsibilities: - Communicate effectively with customers and stakeholders to assess support needs, identify technology requirements, and address customer service concerns. - Train and guide support specialists in utilizing the help desk problem-management process for quick and accurate responses while maintaining a customer-focused approach. - Monitor and establish service level targets/benchmarks and compliance levels across the region. - Track and analyze support calls to identify areas of improvement and develop strategies to enhance end-user capacity and reliance on support personnel. - Maintain comprehensive documentation, measure unit performance through metrics, and provide regular performance reports to leadership. Qualifications Required: - Mandatory skills in Technology (Alight IT). - Possess 8-10 years of experience in the field. Join Wipro Limited to be part of a modern organization focused on digital transformation and reinvention. Embrace the opportunity to evolve constantly, both personally and professionally, in a business powered by purpose. Realize your ambitions and be part of an inclusive environment that welcomes applications from people with disabilities. Come to Wipro and design your own reinvention.,