Wipro Hiring For 2023
Wipro Recruitment 2023
| Company name | Wipro |
| Website | www.wipro.com |
| Job Role | Service Desk Analyst |
| Work Location | Bengaluru, India |
| Job Type | Full Time |
| Experience | Entry Level |
| Qualification | Bachelor’s Degree |
| Batch | Not Mentioned |
| Package | 4 – 7 LPA (Expected) |
Role Purpose
The primary objective of this role is to serve as the initial point of contact for B2B users reaching out to Wipro Service Desk. The goal is to troubleshoot end-user issues in alignment with Wipro’s Service Desk objectives.
Key Responsibilities
- Take ownership of primary user support and customer service.
- Respond promptly to queries received through calls, portal, emails, and chats from clients.
- Familiarize oneself with each client and their respective applications/processes.
- Acquire knowledge of fundamental operations of commonly-used software, hardware, and other equipment.
- Adhere to standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software.
- Ensure the maintenance of the scorecard in accordance with the Statement of Work (SoW) with respect to Turnaround Time (TAT), Service Level Agreement (SLA), and hits.
- Manage all queries or escalate unresolved issues according to the defined helpdesk policies and framework.
Regular MIS & Resolution Log Management:
- Maintain regular Management Information System (MIS) and resolution log on raised queries.
- Record events and problems, along with their resolutions, in logs.
- Follow up and update customer status and information.
- Communicate any feedback, suggestions, or escalations from customers to the appropriate internal team.
- Identify and propose improvements to processes and procedures.
Stakeholder Interaction
Internal:
- Team Lead – Service Desk: Regular reporting and updates.
- Core Service Delivery Team: Ensure adherence to Service Desk SoW.
External:
- Clients: Handle issues/queries.
Competencies
Functional Competencies/Skills:
Process Excellence:
- Ability to follow Service Desk standards and norms competently.
- Expertise in producing consistent results, providing effective control, and reducing risks.
Domain Knowledge:
- Competent to Expert knowledge of the processes/domains managed.
Competency Levels:
Foundation:
- Knowledgeable about competency requirements, demonstrates parts of it frequently with minimal support.
Competent:
- Consistently demonstrates the full range of competency without guidance, extends it to difficult and unknown situations.
Expert:
- Applies the competency in all situations and serves as a guide to others.
Master:
- Coaches others, builds organizational capability, and is recognized within the entire organization.
Behavioral Competencies:
- Effective Communication
- Detail Orientation
- Change Agility
- Client Centricity
- Execution Excellence
- Passion for Results
Performance Parameters:
Service Desk Delivery:
- Adherence to TAT, SLA as per SoW
- Minimal Escalation
Personal:
- Attendance
- Documentation, etc.
Apply Link:- Click Here
How to Apply for Off Campus Drive ?
- Click on the “Apply Here” button provided below. You will be redirected to Company official career page.
- Click on “Apply Online”.
- If you have not registered before, create an account.
- After registration, login and fill in the application form with all the necessary details.
- Submit all relevant documents, if requested (e.g. resume, mark sheet, ID proof).
- Provide accurate information in your application.
- Verify that all the details entered are correct.
- Submit the application form after verification.
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