Wipro·IT Services·5 days ago
5 days ago
Service desk lead Alpha L2
Sign up free to see how well your resume matches this role.
What you'll do
- To support the service desk agents in prompt delivery & customer service
- Advise and collaborate with the agents on current issues and works toward the resolution of tickets
- Manage and coordinate escalated work orders from the Service Desk team that requires additional troubleshooting and follow-up
- Coordinate with other IT teams as appropriate for closure of any escalated ticket
- Act as a liaison between Service Desk and other teams to ensure effective communication between teams
- Undertake a weekly review of the First Line Service Desk call queues to ensure no unauthorized changes & mitigation of escalations
- Measure and report on service delivery performance metrics including customer satisfaction surveys and the incident tickets
- Lead in the development of good customer service practices across the service desk
- Produce statistics and management reports of the service desk to client & management
- Communicate all process related changes and technical updates to the team within specific timelines to ensure adherence to service desk guidelines
- Conduct capacity planning exercise to provide number of agents, skill levels to meet the Account Service Desk process fulfilment
- Conduct shift planning to meet the service requirements of the client as per SLAs agreed
What they're looking for
- AI Native Alpha
- 5-8 Years of experience
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Job Description
- Apply Now
- Start applying with LinkedIn
-
Job Title:
Service desk lead Alpha - L2
City:
Pune
State/Province:
Maharashtra
Posting Start Date:
9/12/26
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Job Description:
Job Description
Role Purpose
The purpose of this role is to serve as a support, escalation point for the agents in solving issues presented to the Account Service Desk
͏
Do
To support the service desk agents in prompt delivery & customer service
- Advise and collaborate with the agents on current issues and works toward the resolution of tickets
- Manage and coordinate escalated work orders from the Service Desk team that requires additional troubleshooting and follow-up
- Coordinate with other IT teams as appropriate for closure of any escalated ticket
- Act as a liaison between Service Desk and other teams to ensure effective communication between teams
͏
To provide liaison and governance at both internal & client levels
- Undertake a weekly review of the First Line Service Desk call queues to ensure no unauthorized changes & mitigation of escalations
- Measure and report on service delivery performance metrics including customer satisfaction surveys and the incident tickets
- Lead in the development of good customer service practices across the service desk
- Produce statistics and management reports of the service desk to client & management
- Communicate all process related changes and technical updates to the team within specific timelines to ensure adherence to service desk guidelines
͏
Capacity planning and capability development
- Conduct capacity planning exercise to provide number of agents, skill levels to meet the Account Service Desk process fulfilment
- Conduct shift planning to meet the service requirements of the client as per SLAs agreed
- Perform briefings to Service Desk agents on changes or deployments that may affect volumes at the Service Desk
- Assist SD agents by providing first line support when workloads are high, or where additional experience is required
- Develop team skills and capability in managing processes to reach the desired productivity and efficiency by conducting process training/ refresher courses, providing performance feedback and managing bottom quartile team performers.
͏
Team Management
Resourcing
- Forecast talent requirements as per the current and future business needs
- Hire adequate and right resources for the team
- Train direct reportees to make right recruitment and selection decisions
Talent Management
- Ensure 100% compliance to Wipro’s standards of adequate onboarding and training for team members to enhance capability & effectiveness
- Build an internal talent pool of HiPos and ensure their career progression within the organization
- Promote diversity in leadership positions
Mandatory Skills: AI Native Alpha .
Experience: 5-8 Years .
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
- Apply Now
- Start applying with LinkedIn
-
IT Services
Company
WiproIT Services
Pune, India
Company facts come from this company's own listings. We only show what the postings themselves carry.