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Service Desk Operations Specialist

2 months ago

Dalian, Liaoning, China Wipro Full time

Job Summary

The primary objective of this role is to serve as the initial point of contact for B2B users who interact with Wipro's Service Desk to resolve technical issues in accordance with established Service Desk objectives. Key Responsibilities
  • Provide primary user support and customer service, responding to queries from various channels, including calls, portal, and emails.
  • Become familiar with each client's specific applications and processes, and learn fundamental operations of commonly-used software, hardware, and equipment.
  • Accurately log all service desk tickets using the defined tracking software, ensuring adherence to standard service desk operating procedures.
  • Manage all queries or escalate if not resolved as per the defined helpdesk policies and framework, maintaining the scorecard as per Service Level Agreement (SLA) and Time-to-Resolve (TAT) targets.
  • Regularly review and update customer status and information, and pass on any feedback, suggestions, or escalations to the appropriate internal team.
  • Identify and suggest improvements on processes and procedures, and interact with stakeholders, including internal teams and external clients, to ensure effective service delivery.

Requirements

  • Process Excellence: Ability to follow Service Desk standards and norms to produce consistent results, provide effective control, and reduce risk.
  • Domain Knowledge: Knowledge of the process or domain managed, with a focus on technical support and customer service.
  • Behavioral Competencies: Effective Communication, Detail-Oriented, Change Agility, Client-Centricity, Execution Excellence, and Passion for Results.

Performance Parameters

  • Service Desk Delivery: Adherence to TAT, SLA as per Service Level Agreement (SLA) and Time-to-Resolve (TAT) targets.
  • Personal Attendance: Regular attendance and punctuality.
  • Documentation: Accurate and timely documentation of service desk tickets and customer interactions.