Service Desk Agent Job Vacancy at Wipro

Job Title: Service Desk Agent
Location: Uganda
Our client Wipro focuses on the IT services & BPO business, and is one of the world’s leading software and outsourcing service providers. Wipro is seeking to recruit a result driven and motivated individual for the vacancy above:
Duties and Responsibilities:
  • All incidents which are getting logged at Service Desk should be responded within 15 minutes
  • All Incidents which are getting logged with MTN IT Shared Services should prioritized properly with proper Impact and Urgency and the same should assign to correct resolver groups.
  • All FLR category calls for Uganda and Zambia to be addressed by Service Desk within the given time lines. Target is 80% of the incidents to be closed out of overall eligible calls.
  • All E mails which are coming for Incident logging to be logged within 15 minutes and assign it to correct resolver groups. You should revert to user with the reference no in already defined templates.
  • Service Desk should intimate support staffs about the calls which are going to violate. Ensure 0% unwanted resolution violations for all the support types.
  • All Service Desk staff should be available in SIP all the time except any unavoidable issues like you are working on reports, or in meetings etc. You have to take approval from Service Desk Manager or Service Desk lead to log off from SIP. Please ensure that all calls are getting answered within 5 seconds.
  • All calls which are coming in SIP should be converted as Remedy/E helpline incident and track it till the closure.
  • You should be customer oriented while handling any customer complaints. This should reflect in TCSAT feedback from end users (Target should be >90% good or excellent feedback)_
  • Ensure that Service Desk is having 0 Pending calls which are greater than 1 day.
    If you are giving end to end resolution to end users, ensure that end user is satisfied with the solution what you given. A single incident should not be re-opened by end users.
  • Ensure that you are punctual with adherence of your shift timings and break timings. You should be adjustable to handle all the shifts and operational requirements.
  • There should not be a single unplanned leaves. If you want any leave plan it and discuss with Service Desk Manager/Service Desk Lead and ensure that you have enough approval available.
  • There should not be any escalations about you on end user handling/incident handling etc.
  • All the agreed reports to be flashed on time to the defined stake holders before the time lines.
  • Need to act as a SD SPOC wherever required and should take the ownership by your own for all the SD related requirements.
  • All Major Incidents to be intimated to Major Incident Manager on Immediate basis. All MI Notification to be send to SEA SS Alerts within 15 minutes of Major Incident Raised.
  • All MI Updates you have to gather from MI Manager and send the periodic updates also.
  • All planned and unplanned outages to be notified to defined end users on time. You have to take approval from Service Desk Manager /Service Desk analyst before flashing the communication.
Qualifications, Skills & Experience:
  • Bachelors in Information technology, computer Science or a related field
  • 2 years work experience.
  • Effective communication and interpersonal skills
  • Willingness to learn and work in teams.
How to apply: 
Please follow the instructions as stated below as failure to do so could lead to disqualification.
1. Send an Application letter and CV/Resume.
2. Merge these two documents into one document in either word or pdf format.
3. Do not attach or send any scanned documents, these are sometimes too large for our inbox.
4. Include the job title and/or reference number in the subject line of the email address and send your application by email to
5. Only successful candidates will be contacted. For all other inquiries please contact our offices directly.
Deadline: 31st August, 2012
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