Service Desk Analyst

1 week ago

Jeddah, Makkah Province, Saudi Arabia Wipro Technologies Full time
Work with usTitle: Service Desk Analyst - L2

Requisition ID: 45817

Country/Region: SA

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

Role: The purpose of this role is to be 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.

Responsibilities:
  1. Be responsible for primary user support and customer service:
    • Respond to queries from all calls, portal, emails, and 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 resolved as per the defined helpdesk policies and framework.
  2. 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.
Performance Parameters:
  1. Service Desk Delivery: Adherence to TAT, SLA as per SoW; Minimal Escalation; Customer Experience.
  2. Personal: Attendance; Documentation, etc.

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. Come to Wipro. Realize your ambitions.

Applications from people with disabilities are explicitly welcome.

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at helpdesk.recruitment@wipro.com. Do not email your resume to this ID as it is not monitored for resumes and career applications.

Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

#J-18808-Ljbffr

  • Service Desk Analyst

    7 days ago

    Jeddah, Makkah Province, Saudi Arabia Fakeeh Full time

    We are seeking a skilled and experienced Customer Support Specialist to join our Help Desk team at Fakeeh.The ideal candidate will possess excellent communication and problem-solving skills, with the ability to work effectively in a fast-paced environment.This is a great opportunity to develop your career and make a meaningful contribution to our...

  • Service Desk Agent

    4 days ago

    Jeddah, Makkah Province, Saudi Arabia Perfect Presentation (2P) Full time

    We are looking for a dedicated and customer-focused individual to join our team as a Service Desk Agent at Perfect Presentation (2P). In this role, you will be responsible for handling customer inquiries, resolving issues, and providing exceptional customer service.The ideal candidate will have a strong background in customer service, service desk...

  • help desk coordinator

    7 days ago

    Jeddah, Makkah Province, Saudi Arabia Fakeeh Full time

    The Help desk is the first level of support and response for clients, providing a single point of contact to the organization for building user-related issues.Its aim is to assist customers in establishing resolution through process management and to provide support, incident management, and client communications for faults and service requests.The...

  • Front Desk Agent

    1 week ago

    Jeddah, Makkah Province, Saudi Arabia RAFFLES Full time

    Job Title: Front Desk AgentLocation: Jeddah, Saudi ArabiaJob Description:We are seeking a professional and friendly Front Desk Agent to join our team. As the first point of contact for our guests, you will play a crucial role in creating a welcoming atmosphere and ensuring a seamless experience throughout their stay.Greet and check-in guests, providing a...

  • Professional Services Business Analyst

    2 weeks ago

    Jeddah, Makkah Province, Saudi Arabia NCR Atleos Full time

    Professional Services Business Analyst page is loadedProfessional Services Business AnalystApply locations JEDDAH, SAU time type Full time posted on Posted 2 Days Ago job requisition id R1146558About NCR AtleosNCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve...

  • Service Desk Professional

    17 hours ago

    Jeddah, Makkah Province, Saudi Arabia CARE Full time

    About CAREWe are committed to delivering exceptional customer experiences through our team of highly trained Customer Service Representatives.As a key member of our support team, you will be responsible for providing timely and effective solutions to customer inquiries, ensuring that every interaction meets our high standards of quality and...

  • Business Analyst

    1 week ago

    Jeddah, Makkah Province, Saudi Arabia K20s - Kinetic Technologies Private Limited Full time

    Business Analyst - Insurance - KSA OnsiteJob SummaryWe are seeking an experienced Business Analyst with expertise in the Insurance sector to work closely with user departments to identify, define, and document business requirements. The successful candidate will analyze business requirements, ensure adherence to internal policies and standards, and provide...

  • Airport Services Agent

    6 hours ago

    Jeddah, Makkah Province, Saudi Arabia Flyadeal Full time

    Roles and responsibilities The Airport Sales & Service Manager is responsible for the day-to-day management of flyadeal Airport Sales Offices and Group Desk, managing the teams to ensure revenue and customer targets are achieved. Strategic focus on managing and evolving policies and systems to support flyadeal goals and identifying revenue opportunities for...

  • Senior Data Analyst

    2 weeks ago

    Jeddah, Makkah Province, Saudi Arabia Salla E-Commerce Platform Full time

    We are looking for a passionate Senior Data Analyst.The successful candidate will turn data into information, information into insight and insight into business decisions. Data Analyst responsibilities include conducting full lifecycle analysis to include requirements, activities and design. Data Analyst will develop queries, reports, dashboards, and...

  • School Services Coordinator

    1 week ago

    Jeddah, Makkah Province, Saudi Arabia The British International School of Jeddah Full time

    Purpose of the job:The School Services Coordinator plays a key role in overseeing and coordinating School Services of the school, ensuring smooth and efficient day-to-day running of the operations. This role involves assisting in supervising cafeteria operations, supporting front desk functions, coordinating house inspections and assisting in follow-up...

  • Financial Analyst Position

    6 days ago

    Jeddah, Makkah Province, Saudi Arabia Oneira Talent Solutions Full time

    We are seeking a highly skilled Financial Analyst to join our team at Oneira Talent Solutions. As an Investment Analyst/Associate, you will play a key role in executing M&A and IPO transactions, providing financial advisory services to clients across Saudi Arabia.Key Responsibilities:Lead financial analysis, valuation modeling, and due diligence processes...

  • Total Rewards Analyst

    2 weeks ago

    Jeddah, Makkah Province, Saudi Arabia Abdul Latif Jameel Full time

    Summary: This role focuses on job architecture, job descriptions, and related systems administration within the Total Rewards function. The Total Rewards Analyst will develop, maintain, and benchmark job descriptions, administer the job profile system, and ensure data governance. Experience with Hoshin Kanri is also required.Responsibilities:Develop, review,...

  • Quality Assurance Analyst

    3 days ago

    Jeddah, Makkah Province, Saudi Arabia Emdad Al Khebrat Full time

    We are looking for a Quality Assurance Analyst to support our ongoing efforts to improve customer service at Emdad Al Khebrat. As a key member of our team, you will play a vital role in ensuring that our monitoring and feedback processes meet audit targets.To succeed in this position, you will need strong attention to detail, excellent organizational skills,...

  • IT QA Analyst

    17 hours ago

    Jeddah, Makkah Province, Saudi Arabia Tata Consultancy Services Full time

    Job Title – IT QA AnalystCompany – TCS (MEA)Location – Jeddah, Saudi ArabiaJob type – Full timeAbout Us :Tata Consultancy Services (TCS) is an IT services, consulting and business solutions organization that has been partnering with many of the world's largest businesses in their transformation journeys for over 50 years. TCS offers a consulting-led,...

  • Business Analyst

    17 hours ago

    Jeddah, Makkah Province, Saudi Arabia Tata Consultancy Services Full time

    Job Title – Business AnalystCompany – TCS (MEA)Location – Jeddah, Saudi ArabiaJob type – Full timeAbout Us:Tata Consultancy Services (TCS) is an IT services, consulting and business solutions organization that has been partnering with many of the world's largest businesses in their transformation journeys for over 50 years. TCS offers a...

  • Customer Support Specialist

    7 days ago

    Jeddah, Makkah Province, Saudi Arabia Fakeeh Full time

    The Service Desk is the primary point of contact for clients, providing swift and efficient support to resolve user-related issues.Its objective is to deliver prompt assistance through process management and provide incident management, client communications, and fault resolution.We utilize a methodology that offers building user support and customer service...

  • Investment Analyst/ Associate

    2 weeks ago

    Jeddah, Makkah Province, Saudi Arabia Oneira Talent Solutions Full time

    Investment Analyst/ Associate (M&A & IPO)Saudi NationalsJeddah, Saudi ArabiaOur client is a leading Jeddah-based independent financial advisory firm considered as one of the top IPO independent financial advisors in Saudi Arabia, and recently obtained initial CMA approval to conduct arranging activity.This role is based full time in Jeddah, Saudi Arabia.Role...

  • IT Consultant

    15 hours ago

    Jeddah, Makkah Province, Saudi Arabia Tata Consultancy Services Full time

    About UsTata Consultancy Services (TCS) is a global leader in IT services, consulting and business solutions. With over 50 years of experience, we have partnered with many of the world's largest businesses in their transformation journeys.We offer a consulting-led, cognitive powered, integrated portfolio of business, technology and engineering services and...

  • Investment Analyst/ Associate

    2 weeks ago

    Jeddah, Makkah Province, Saudi Arabia Oneira Talent Solutions Full time

    Investment Analyst/ Associate (M&A + IPO)Company: Oneira Talent SolutionsLocation: Jeddah, Saudi ArabiaOur client is a leading Jeddah-based independent financial advisory firm considered one of the top IPO independent financial advisors in Saudi Arabia. They have a long track record in closing IPOs, private placements, and M&As, with a vision to be the most...

  • Financial Analyst

    5 days ago

    Jeddah, Makkah Province, Saudi Arabia Catrion Group Full time

    About the RoleCatrion Group is seeking a highly skilled Financial Analyst - Costing to join our team. In this role, you will be responsible for analyzing and optimizing cost structures across the organization.The ideal candidate will have a strong analytical background and experience with financial systems. You will be responsible for identifying areas of...