Job Description
Job Title:  Service desk Lead
Req Id:  85052
City:  Bucharest
State/Province:  Bucharest
Posting Start Date:  7/31/25
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: 

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Responsibilities

  • Manage a team of Service Desk Analysts providing support across multiple countries.
  • Responsible for Service Levels – ASA, Abandon, FCR etc.
  • Responsible for Floor Discipline as per Floor Policy
  • Delivery
  • Required to study the Due Diligence / transition documents and gain understanding of customer business
  • Will be involved in resource / volume ramp-up plan/ backfilling resources planned for rotation and resignation cases
  • Tracking Performance of individual Projects within the delivery
  • Participate / presenting Service Desk performance in client and internal reviews
  • Take spot decisions on extending shifts of the current team to meet fluctuation in call volumes
  • Monitoring queues to ensure SLA adherence
  • Ensuring customer satisfaction is met while ensuring adherence to process compliance.
  • Reports / Reviews
  • Publish Daily, Weekly and Monthly reports on team productivity
  • Publishing dashboards to customer
  • Knowledge Management
  • Contribute to KM activities – create / edit SOP’s based on any changes in the Support environment
  • Coordinate with SQA, KM and Customer for KB update sign-off as applicable
  • Quality
  • Using the trend analysis to identify the areas of improvement
  • Initiate and own Service Improvement Plans / Continuous Improvement Plans / Lean / Six Sigma projects
  • Working with SQA team to comply on ISO standards
  • Follow quality / security process defined for the engagement
  • Independently handle escalated calls, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, assess customer’s needs.
  • Motivating analysts through effective management, career development & implementation of reporting mechanisms.
  • Liaison with other areas of the company affecting the SD team operations, one on One Relationship mgmt.
  • Analysis of reports including process dashboards, team performance reports, initiating appropriate action plans & initiate trainings.
  • Manage attendance & rosters for the team. Managing periodic shift level projects/initiatives & responsible for the administrative aspects of the group/shift.
  • Mentor and assist new hires
  • Drive the team to reach the defined targets
  • Ensure training and development of the team members.
  • Working with Quality Analyst, SMEs / L2 to understand agent development issues and develop individual + group training plans.
  • Mentor team members on technical and communication aspects
  • Constant watch on SLA / KPI performance of entire team as well as individuals; coach people to improve service levels
  • Bring best practices from other projects
  • suggest new technology solutions
  • Introduce new ideas to the team
  • Interact with global customers

 

Location:

 

Bucharest, Romania - on-site

 

 
Mandatory Skills: TIS Service Desk .

 

Experience: 3-5 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. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.
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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.