Service Desk Analyst

2 weeks ago

pune, India Wipro Full time

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 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. 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. Desktop Support

  • Service Desk Analyst

    5 days ago

    Pune, India Wipro Full time

    Job Title: Service Desk AnalystLocation: Pune/Kolkata/Hyderabad/Coimbatore/BangaloreMode of interview: Virtual/Walk-InShift: rotational 24x7Description:The Service Desk Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW meeting FCRThe...

  • Service Desk Analyst

    7 days ago

    Pune, India Wipro Full time

    Job Title: Service Desk AnalystLocation: Pune/Kolkata/Hyderabad/Coimbatore/BangaloreMode of interview: Virtual/Walk-InShift: rotational 24x7Description:The Service Desk Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW meeting FCRThe...

  • Senior Service Desk Analyst

    3 weeks ago

    Pune, India TransPerfect Full time

    OVERVIEWUnder general supervision, in a 24/7 online Service Desk (Semi-Technical), the Senior Service Desk Analyst will assist Customers by performing the tasks requested through assigned escalated Service Request, Incident, and Changes. This role would be the on-floor assistance, the escalation point for Service Desk Analyst II and Service Desk Analyst in...

  • Senior Service Desk Analyst

    3 weeks ago

    Pune, India TransPerfect Full time

    OVERVIEWUnder general supervision, in a 24/7 online Service Desk (Semi-Technical), the Senior Service Desk Analyst will assist Customers by performing the tasks requested through assigned escalated Service Request, Incident, and Changes. This role would be the on-floor assistance, the escalation point for Service Desk Analyst II and Service Desk Analyst in...

  • Service Desk Expert

    7 days ago

    pune, India Fujitsu Full time

    Service Desk Analyst. This role will provide support to users of the for the Student Information System implemented across all onboarded School Districts in Ontario. The Service Desk Analyst will:Analyze and resolve technical problems for School Districts Acts as technical resource for L1 staff in troubleshooting, diagnosing and resolving incidents for all...

  • Service Desk Analyst

    1 month ago

    pune, India Wipro Full time

    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 Be responsible for primary user support and customer service Respond to queries from all calls, portal, emails, chats from the client Become...

  • Service Desk Analyst

    4 weeks ago

    Pune, India Wipro Full time

    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 Be responsible for primary user support and customer service Respond to queries from all calls, portal, emails, chats from the client Become familiar...

  • Service Desk Analyst

    3 weeks ago

    Pune, India Wipro Full time

    Role PurposeThe 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 Be responsible for primary user support and customer service Respond to queries from all calls, portal, emails, chats from the client Become familiar...

  • Service Desk Analyst

    1 month ago

    Pune, India Wipro Full time

    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 Be responsible for primary user support and customer service Respond to queries from all calls, portal, emails, chats from the client Become familiar...

  • Team Lead

    1 day ago

    Pune, India Capita Full time

    Description : Managing a team of Service Desk Analysts Delivery of the day-to-day Service Desk function Drive a motivated, high quality and highly productive team environment Providing an escalation point to deal with Service Desk issues and escalations, both from the customer, and from our resolver teams Identifying and implement operational...

  • Service desk

    7 days ago

    Pune, India Live Connections Full time

    Exp : 2.5yrs to 5yrsService deskSQLNetwork

  • Service desk

    7 days ago

    Pune, India Live Connections Full time

    Exp : 2.5yrs to 5yrsService deskSQLNetwork

  • Service Desk Role

    4 weeks ago

    Pune, India SH Square Consultants Full time

    Role - Service Desk - Experience - 4+yrs - Location - Pune - Work mode - WFO - Requirements - 4+ years of experience in service desk & enterprise desk support, Windows 7 and 10 proficiency, O365, Active Directory, Antivirus, Network troubleshooting should have either TM/ SME / Shift lead exp. Interested can call or whatsapp Nishi Singh 7905661467 **Job...

  • Jr. Service Desk

    1 month ago

    Pune, India Stefanini, Inc Full time

    Job Description: - Provide 1st level support to our internal customers through the ticketing system based on defined ITIL processes. - Be logged-in and available to answer calls through our global Service Desk call centre solution. - Actively participate in team meetings and suggest opportunities for continual improvement. - Support Service Desk KPI/TTI...

  • IT Services Desk

    4 weeks ago

    Pune, India Cms IT Services Pvt Ltd Full time

    Dear All, We have opening for IT services Desk for Pune location Total Experience - 2-4 yrs Location - Mundhwa Pune Regards, Vaibhavi Rane **Salary**: ₹9,695.70 - ₹16,000.00 per month **Benefits**: - Health insurance - Provident Fund Shift: - Day shift Ability to commute/relocate: - Pune, Maharashtra: Reliably commute or planning to relocate...

  • Service Desk Executive

    1 week ago

    Pune, India Innovative Tech Hub Full time

    Job Profile Name - Service Desk Executive - Experience Required - 2- 4 years - Skills Required - Citrix, service desk, office 365 - Work Location - Pune - Position Required - 5 - Detail Job Description - Job description - Specific tool usage of advanced features, ticket management, critical incident management, and usage of reports based on different views...

  • TIS Service Desk

    1 week ago

    pune, India Bytes To Bots consultancy services Full time

    Job Description:Skill: TIS Service DeskExperience: 1 - 3yrsLocation: Pune, BangaloreNotice Period: 30days

  • TIS Service Desk

    2 weeks ago

    Pune, India Bytes To Bots consultancy services Full time

    Job Description:Skill: TIS Service DeskExperience: 1 - 3yrsLocation: Pune, BangaloreNotice Period: 30days

  • TIS Service Desk

    1 week ago

    Pune, India Bytes To Bots consultancy services Full time

    Job Description:Skill: TIS Service DeskExperience: 1 - 3yrsLocation: Pune, BangaloreNotice Period: 30days

  • TIS Service Desk

    1 week ago

    pune, India Bytes To Bots consultancy services Full time

    Job Description: Skill: TIS Service Desk Experience: 1 - 3yrs Location: Pune, Bangalore Notice Period: 30days