SERVICE DESK ANALYST L1

Wipro; Bengaluru; On-site; INR 300,000 - 540,000; Full time

Job summary

A leading IT services company is looking for a support specialist to serve as the first contact for B2B users. In this role, you will troubleshoot user issues following standard service desk procedures, manage queries, and log service desk tickets. Candidates should have a strong background in customer service and familiarity with software and hardware troubleshooting. This position promises growth in a company focused on digital transformation and reinvention.

Qualifications

• Experience in B2B user support.
• Ability to respond to client queries via various channels.
• Familiarity with service desk operations.

Responsibilities

• Serve as the first point of contact for B2B users.
• Follow standard service desk procedures for ticket logging.
• Manage user queries and escalate as needed.
• Maintain response times (TAT) and SLA as per Statement of Work.
• Record MIS and resolution logs; escalate where needed and suggest process improvements.

Skills

Customer service

Troubleshooting issues

Familiarity with software and hardware

Job description

Role Purpose

The purpose of this role is to be the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro’s Service Desk objectives.

Do

1. Be responsible for primary user support and customer service

• Respond to queries from all calls, portal, emails, chats from the client.
• Become familiar with each client and their respective applications/processes.
• Learn fundamental operations of commonly-used software, hardware, and other equipment.
• Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software.
• Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits.
• Manage all queries or elevate if not resolved as per the defined helpdesk policies and framework.

2. Regular MIS & resolution log management on queries raised

• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback, suggestions, escalations by customers to the appropriate internal team.
• Identify and suggest improvements on processes, procedures, etc.

Deliver

No Performance Parameter Measure

Service Desk Delivery

• Adherence to TAT, SLA as per SoW.
• Minimal Escalation.
• Customer Experience.

Personal

• Attendance.
• Documentation etc.

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.