Service Desk Analyst

؜ - ؜الرياض ؜ -

تفاصيل الوظيفة


  • Riyadh, Saudi Arabia

  • Tech Hiring

  • ‎2933430


Job Description




Role Purpose
The purpose of this role is to the first point of contact for theB2B users
who call Wipro Service Desk to troubleshoot appropriate enduser issues in line
with Wipro 's Service Desk objectives


Do


Be responsible for primary user support and customer service

Respond to queries from all calls, portal, emails, chats fromthe client
Become familiar with each client and their respectiveapplications/
processes

Learn fundamental operations of commonly-used software, hardwareand other
equipment

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

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

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


Regular MIS & resolution log management on queriesraised

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 tothe
appropriate internal team

Identify and suggest improvements on processes, procedures etc.

Stakeholder Interaction


Stakeholder Type


Stakeholder Identification


Purpose of Interaction


Internal


Team Lead - Service Desk


Regular reporting & updates


Core Service Delivery Team

For adherence to SD SoW

External


Clients

Handle issues/ queries


Display

Lists the competencies required to perform this role effectively:

* Functional Competencies/ Skill
* Process Excellence - Ability to follow the Service Deskstandards and norms to produce consistent results, provide effectivecontrol and reduction of risk - Competent to Expert
* Domain Knowledge - Knowledge of process/ domain managed- Competent to Expert

Competency Levels


Foundation


Knowledgeable about the competency requirements. Demonstrates (inparts)
frequently with minimal support and guidance.


Competent


Consistently demonstrates the full range of the competencywithout guidance.
Extends the competency to difficult and unknownsituations as well.


Expert


Applies the competency in all situations and is serves as a guideto others as
well.


Master


Coaches others and builds organizational capability in thecompetency area.
Serves as a key resource for that competency and isrecognised within the
entire organization.

*
Behavioral Competencies

* Effective Communication
* Detail Oriented
* Change Agility
* Client centricity
* Execution Excellence
* Passion for Results

Deliver


No.


Performance Parameter


Measure


‎1.


Service Desk Delivery


Adherence to TAT, SLA as per SoW

Minimal Escalation
Customer Experience

‎2.


Personal


Attendance

Documentation etc.


TIS Service Desk

ملخص الوظيفة

  • المُعلن : Encore Theme
  • تاريخ الإعلان : 14/11/2022
  • نوع العمل : -
  • مستوى الخبرة : -
  • المستوى التعليمي : -
  • مكان العمل : الرياض
  • الراتب : -
  • الهاتف : -
  • البريد الإلكتروني :

    إظهار البريد الإلكتروني

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