WIPRO IS HIRING SERVICE DESK LEAD

Role Purpose:

The Service Desk Lead in Hyderabad, India, plays a crucial role in supporting and escalating issues for the Account Service Desk team. The primary objectives include ensuring prompt issue resolution, coordinating with other IT teams, and maintaining effective communication across teams.

Responsibilities Breakdown:

1. Support Service Desk Agents:
   • Assist agents in delivering prompt customer service.
   • Collaborate with agents on current issues and ticket resolution.
   • Manage escalated work orders and ensure thorough troubleshooting and follow-up.
2. Liaison and Governance:
   • Act as a bridge between Service Desk and other teams.
   • Conduct weekly reviews to prevent unauthorized changes and manage escalations.
   • Report on service delivery metrics and customer satisfaction.
3. Capacity Planning and Capability Development:
   • Plan agent capacity and skill levels for Service Desk operations.
   • Conduct shift planning to meet SLAs and client requirements.
   • Provide training and support during high workload periods.
4. Team Management:
   • Forecast talent needs and recruit suitable team members.
   • Ensure compliance with onboarding and training standards.
   • Manage performance through goal-setting, reviews, and feedback.
   • Drive engagement initiatives and handle employee satisfaction.
   • Interact regularly with internal stakeholders like the Location Head and V&A Trainers.
   • Manage interactions with external clients to ensure service delivery aligns with expectations.

Competencies Required:

• Functional Competencies:
  • Expertise in customer processes and performance metrics.
  • In-depth knowledge of service delivery processes and management.
• Behavioral Competencies:
  • Ability to prioritize effectively and manage complexity.
  • Client-centric approach and commitment to execution excellence.
  • Results-oriented mindset with strong team and stakeholder management skills.

Performance Parameters:

1. Adherence to SoW (Statement of Work):
   • Measure TAT (Turnaround Time) and SLA adherence.
   • Minimize escalations.
2. Resolution Log Management:
   • Ensure accurate and timely updates and record management.
   • Achieve timely closure of queries to enhance customer experience (CSAT).
3. Capability Building & Team Management:
   • Percentage of team trained in new skills.
   • Manage team attrition and enhance Employee Satisfaction Scores (ESAT).

Apply Now:

Interested candidates can apply for the role of Service Desk Lead in Hyderabad, India, using the provided Wipro Careers Portal link.