Number of Applicants
:000+
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
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:
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. |
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. |
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