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Wipro Off Campus Recruitment Drive 2024 | Join as a Service Desk Analyst in Pune | Placement Officer

Introduction:

Are you ready to kickstart your career with a global leader? Wipro is offering an incredible opportunity for dynamic individuals to join as a Service Desk Analyst in Pune. Let's delve into the details:

Role Purpose:

As a Service Desk Analyst, your primary role is to be the first point of contact for B2B users reaching out to Wipro Service Desk for troubleshooting. Your responsibilities include:

1. Providing primary user support and customer service.

2. Responding to queries via calls, portal, emails, and chats.

3. Familiarizing yourself with clients and their applications/processes.

4. Learning fundamental operations of software, hardware, and equipment.

5. Accurately logging all service desk tickets.

6. Managing queries or escalating as per helpdesk policies.

Regular MIS & Resolution Log Management:

Efficient management of logs and resolutions is crucial. You'll be responsible for:

1. Recording events and problems along with their resolutions.

2. Following up and updating customer status.

3. Passing feedback, suggestions, and escalations to the internal team.

4. Identifying and suggesting process improvements.

Stakeholder Interaction:

Interacting with stakeholders is integral. Here's how you'll engage:

Internal: Regular reporting & updates with Team Lead – Service Desk and Core Service Delivery Team.
External: Handling issues/queries from clients.

Competencies Required:

To excel in this role, you should possess the following competencies:

Functional Competencies/Skills: Process Excellence, Domain Knowledge.
Behavioral Competencies: Effective Communication, Detail Orientation, Change Agility, Client Centricity, Execution Excellence, Passion for Results.

Deliverables:

Your performance will be evaluated based on the following parameters:

1. Service Desk Delivery: Adherence to TAT, SLA, Minimal Escalation, Customer Experience.

2. Personal: Attendance, Documentation, etc.

FAQs:

Q: What is the role of a Service Desk Analyst at Wipro? A: Service Desk Analysts are the first point of contact for B2B users seeking assistance with end-user issues. They troubleshoot and provide support via various channels.

Q: What competencies are required for this role? A: Functional competencies include Process Excellence and Domain Knowledge, while behavioral competencies encompass Effective Communication, Detail Orientation, Change Agility, Client Centricity, Execution Excellence, and Passion for Results.

Q: How will my performance be evaluated? A: Your performance will be measured based on Service Desk Delivery metrics such as Adherence to TAT, SLA, Minimal Escalation, and Customer Experience, along with personal factors like Attendance and Documentation.

Conclusion:

Joining Wipro as a Service Desk Analyst offers a fantastic opportunity to grow professionally and contribute to a dynamic team. If you're passionate about delivering excellence and solving end-user issues, this role is tailor-made for you. Apply now and embark on an exciting journey with Wipro!

How to Apply:

Apply Link: Click Here to Register for Wipro