SERVICE DESK ANALYST L1

Wipro; Bengaluru; On-site; INR 250,000 - 400,000; Full time

Job summary

Wipro Service Desk is seeking a dedicated professional to serve as the first point of contact for B2B users seeking end-user assistance. You will handle queries from calls, portals, emails, and chats, familiarizing yourself with each client and their applications.

You will learn common software and hardware operations and log tickets using standard procedures. As part of a dynamic team, you will maintain service levels, update statuses, capture feedback, and propose process improvements while

Qualifications

• Be the first point of contact for B2B users calling Wipro Service Desk.
• Respond to queries from calls, portal, emails, and chats.
• Learn fundamental operations of commonly-used software, hardware, and equipment.

Responsibilities

• Be the primary user support and customer service point for clients.
• Log service tickets accurately using the defined tracking software and follow SOPs.
• Maintain scorecards per SoW regarding TAT, SLA, and hits; escalate when needed.
• Record events and problems and their resolutions in logs; update customer status.
• Pass on customer feedback to the appropriate internal team; identify process improvements.
• Adhere to service desk delivery targets and minimize escalations.

Skills

TIS Service Desk

Job description

The purpose of this role is to 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

Job description:

Job Description

Role Purpose

The purpose of this role is to 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

a. Respond to queries from all calls, portal, emails, chats from the client

b. Become familiar with each client and their respective applications/ processes

c. Learn fundamental operations of commonly-used software, hardware and other equipment

d. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software

e. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits

f. Manage all queries or elevate if not resolve as per the defined helpdesk policies and framework

2. Regular MIS & resolution log management on queries raised

a. Record events and problems and their resolution in logs

b. Follow-up and update customer status and information

c. Pass on any feedback, suggestions, escalations by customers to the appropriate internal team

d. Identify and suggest improvements on processes, procedures etc

Deliver

NoPerformanceParameterMeasure

1Service Desk Delivery

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

2Personal

• Attendance
• Documentation etc

Mandatory Skills:

TIS Service Desk

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