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Job content


Role Purpose

The purpose of this role is to serve as a support, escalationpoint for the agents in solving issues presented to the Account ServiceDesk


  • To support the service desk agents in prompt delivery &customer service
    • Advise and collaborate with the agents on current issues andworks toward the resolution of tickets
    • Manage and coordinate escalated work orders from the ServiceDesk team that requires additional troubleshooting and follow-up
    • Coordinate with other IT teams as appropriate for closure of anyescalated ticket
    • Act as a liaison between Service Desk and other teams to ensureeffective communication between teams

  • To provide 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 report on service delivery performance metricsincluding customer satisfaction surveys and the incident tickets
    • Lead in the development of good customer service practicesacross the service desk
    • Produce statistics and management reports of the service desk toclient & management
    • Communicate all process related changes and technical updates tothe team within specific timelines to ensure adherence to service deskguidelines

  • 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 theclient as per SLAs agreed
    • Perform briefings to Service Desk agents on changes ordeployments that may affect volumes at the Service Desk
    • Assist SD agents by providing first line support when workloadsare high, or where additional experience is required
    • Develop team skills and capability in managing processes toreach the desired productivity and efficiency by conducting processtraining/ refresher courses, providing performance feedback and managingbottom quartile team performers.

  • Team Management
    • Resourcing
      • Forecast talent requirements as per the current and futurebusiness needs
      • Hire adequate and right resources for the team
  • Train direct reportees to make right recruitment and selectiondecisions
  • Talent Management
    • Ensure 100% compliance to Wipro’s standards of adequateonboarding and training for team members to enhance capability &effectiveness
    • Build an internal talent pool of HiPos and ensure their careerprogression within the organization
  • Promote diversity in leadership positions
  • Performance Management
    • Set goals for direct reportees, conduct timely performancereviews and appraisals, and give constructive feedback to directreports.
    • In case of performance issues, take necessary action with zerotolerance for ‘will’ based performance issues
  • Ensure that organizational programs like Performance Nxtarewellunderstood and that the team is taking the opportunities presented bysuch programs to their and their levels below
  • Employee Satisfaction and Engagement
    • Lead and drive engagement initiatives for the team
    • Track team satisfaction scores and identify initiatives to buildengagement within the team
  • Proactively challenge the team with larger and enrichingprojects/ initiatives for the organization or team
  • Exercise employee recognition and appreciation

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction


Location Head – Service Desk

Regular reporting & updates

V&A Trainers

For regular coordination on the V&A skills of the SD team

Operations/ Business teams

Review of SD delivery performance, issue alerts and mitigation,capacity planning etc.



Service Desk Delivery as per process, performance data andmetrices, process training etc.


Lists the competencies required to perform this role effectively:

  • Functional Competencies/ Skill
    • Domain knowledge – Knowledge of customer processes,performance metrices etc. -Expert
    • Functional knowledge – Knowledge of Service deliveryprocesses and management, key performance parameters for ServiceDelivery performance etc. -Expert

Competency Levels


Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.


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


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


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
    • Formulation & Prioritization
    • Managing Complexity
    • Client centricity
    • Execution Excellence
    • Passion for Results
    • Team Management
    • Stakeholder Management



Performance Parameter



Adherence to SoW

Adherence to TAT, SLA as per SoW

Minimal Escalation


Resolution Log Management

Ensuring timely & error free updation, record management

Timely closure of queries

Customer experience/ CSAT


Capability Building & Team Management

% trained on new age skills, Team attrition %, Employeesatisfaction score (ESAT)

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