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 230000 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 .

Job Description

Role Purpose

The purpose of this role is to serveas asupport escalation pointfor the agents in solving issues presented to theAccountService Desk

Do

Tosupport the service desk agents in prompt delivery &customer; service

- Advise and collaboratewith the agents on current issues and works toward the resolution of tickets
- Manage and coordinateescalated work orders from the Service Desk team that requires additional troubleshooting and follow-up
- Coordinatewith 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

Toprovide liaison and governance at both internal & client levels

- Undertake a weekly review of the First Line Service Desk callqueues to ensure no unauthorized changes & mitigation of escalations
- Measure and reporton service delivery performance metrics including customer satisfaction surveys and the incident tickets
- Lead in the development of valuable customer service practices across the service desk
- Producestatistics and management reports of the service desk toclient & 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 theAccountService Desk process fulfilment
- Conduct shift planning to meet the service requirements of the client as per SLAs agreed
- Perform briefings to Service Desk agentson changes or deployments that may affect volumes at the Service Desk
- AssistSD agents byproviding first line support when workloads are high or where additional experience isrequired
- Develop teamskills and capability in managingprocessestoreach 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 Wipros 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.

📌 Service desk lead Alpha (Pune)
🏢 Wipro
📍 Pune