Service Desk Wipro’s Service Desk handles incidents and service requests, with its world class infrastructure support, as well as provides an interface to users for the entire spectrum of service management activities. Service offerings range from automating existing service desks to implementing new ones, consolidating IT service desks to incorporating web-enabled support.

Wipro’s Service Desk - led by ITIL methodology, acts the nodal point between service providers and end-users and proactively keeps users informed of all relevant service events, actions and service changes that are likely to affect them. The Wipro Service Desk provides end to end ownership of the calls till resolution.

Wipro has a high pool of ITIL certified consultants and works on global infrastructure and processes, with capability to migrate and operate on large scale IT support and call centers. Wipro has state of the art facilities in six locations in India, along with multiple point presence in various geographic locations having fiber connectivity; the global infrastructure is enhanced with robust telecom network, capable of carrying both voice and data.

With consistent investments and growth initiatives coupled with deployment expertise in Six Sigma and other global quality initiatives, Wipro is a pioneer in setting industry standards for delivery and enhancing customer experience.

Service Desk Offerings

• Setting up offshore IT Service Desks for IT infrastructure support and management
• Providing single point of contact for IT users of an enterprise across locations and geographies
• ITIL based framework and Service Delivery – Best in class infrastructure support
• IT Infrastructure support covering desktop / laptops, servers, operating systems, office productivity suites, email & browser support, network & connectivity issues, line of business & custom applications, handheld support and infrastructure support
• Incident management for user queries, so each issue is logged and monitored until resolved
• Workflow engine to move issues through a defined flow from open to closed, including monitoring that response time is within the guidelines of any existing service level agreement (SLA)
• Web self-service enables employees to access online knowledge bases to search for solutions, open and update support incidents and even perform password resets
• Technology refresh – Enhancements and upgrades
• Knowledge base population and updation
• User administration management
• Security management and virus control
• Performance management and reporting
• Change management – Trend analysis and pro-active change planning