Service Desk Analyst - L3

Job Description

Role: 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 Wipros Service Desk objectives Do: Be responsible for primary user support and customer service Respond to queries from all calls, portal, emails, 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 resolve as per the defined helpdesk policies and framework Regular MIS & resolution log management on queries raised 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 to the appropriate internal team Identify and suggest improvements on processes, procedures etc. 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. Mandatory Skills: Service Desk Management . Experience3-5 Years . Quality Analyst 3+ year(s) experience as Quality analyst in Service desk and Infrastructure support environment Should have knowledge in Service Desk and Infrastructure Support Operations Should have analytical & reasoning skills Ability to create Weekly & Monthly Quality reports for the management review Ability to analyze large amounts of data and draw out meaningful, actionable summaries Expertise in Microsoft Excel & PowerPoint Collaborates well & Effective communicator at all levels Should have effective coaching skills Roles & Responsibilities Monitoring calls/ cases to evaluate domain knowledge accuracy and communication ability. Provide regular feedback and coaching based on the performance, and Coach outliers on a one to one basis and give feedback to Team Leader/Manager whenever its required. Responsible for generating daily, weekly & monthly reports for internal purposes. Ensure the Internal monitoring are in sync with the external scores provided by the clients for the site. Calibrate cases internally with the team to ensure minimum difference in the ratings. Conduct regular huddles with the teams/ training batches to share client expectations and trends observed. Performance data analysis for the team and chalking out improvement plans and executing the same, for bottom quartile. Liaise with the customer counterparts, for any/all KTs that happen. RCA on Fatal Errors and provide inputs for further training needs. Suggest Quality improvement plan. Refresher training to be conducted based on the top defects identified. Help in updating the Knowledge base. Educational Qualification: Any degree (Minimum Graduation) Relevant Knowledge Six sigma Yellow / Green Belt (added advantage) ITIL training & certification is preferrable Note: Fluent in spoken English is a mandate.