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    Service Desk Analyst - Guadalajara, México - Wipro

    Wipro
    Wipro Guadalajara, México

    Encontrado en: beBee S2 MX - hace 5 días

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    De jornada completa
    Descripción

    ONSITE POSITION IN GUADALAJARA - MEXICO

    We are one of the largest and leading global technology services, consulting and corporate processes companies in the world. We are present in more than 69 countries and our team is composed of more than 220,000 employees working on six continents. We are technological partners of the largest companies in the world. We proudly serve more than 1500 customers through a vast and extremely complete portfolio, which includes the latest in technology, serving various sectors of the national and international market. And we are looking for great talent to join us on our tech journey

    Role Purpose

    The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro's Service Desk objectives

    Do

    1. Be responsible for primary user support and customer service
      1. Respond to queries from all calls, portal, emails, chats from the client
      2. Become familiar with each client and their respective applications/ processes
      3. Learn fundamental operations of commonly-used software, hardware and other equipment
      4. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
      5. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits
      6. Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework
    2. Regular MIS & resolution log management on queries raised
      1. Record events and problems and their resolution in logs
      2. Follow-up and update customer status and information
      3. Pass on any feedback, suggestions, escalations by customers to the appropriate internal team
      4. 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 Desk standards and norms to produce consistent results, provide effective control 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 (in parts) frequently with minimal support and guidance.



    Competent


    Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.



    Expert


    Applies the competency in all situations and is 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 recognised 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.



    Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.

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