Role Purpose

　　The purpose of this role is to the first point of contact for theB2B users who call Wipro Service Desk to troubleshoot appropriate enduser 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 fromthe client Become familiar with each client and their respectiveapplications/ processes Learn fundamental operations of commonly-used software, hardwareand other equipment Follow standard service desk operating procedures by accuratelylogging all service desk tickets using the defined tracking software Ensure that the scorecard is maintained as per SoW with respectto TAT, SLA & hits Manage all queries or escalate if not resolve as per the definedhelpdesk policies and framework

　　Regular MIS & resolution log management on queriesraised 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 tothe 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 Deskstandards and norms to produce consistent results, provide effectivecontrol 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 (inparts) frequently with minimal support and guidance.

　　Competent

　　Consistently demonstrates the full range of the competencywithout guidance. Extends the competency to difficult and unknownsituations as well.

　　Expert

　　Applies the competency in all situations and is serves as a guideto others as well.

　　Master

　　Coaches others and builds organizational capability in thecompetency area. Serves as a key resource for that competency and isrecognised 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.

　　Service Desk Management