WIPRO is looking to fill the Service desk analyst in Pune. We discuss all the details about the job, like Role purpose, stakeholder interaction, competency levels, behavioral competencies, and application details. Tech Mahindra Jobs
JOB DETAILS:
Organization
WIPRO
Job Title
Service Desk Analyst
Categories
DOP
Location
Pune, India
Full/Part Time
Full-Time
Domain
IT
Date Posted
01/03/2023
JOB DETAILS
JOB DESCRIPTION:
Be responsible for primary user support and customer service
Respond to queries from all calls, portals, emails, and 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 resolved as per the defined help desk policies and framework
Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
Competent
Consistently demonstrates the full range of competency without guidance. Extends the competency to difficult and unknown situations as well.
Expert
Applies the competency in all situations and serves as a guide to others as well.
Master
Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.