SERVICE DESK ANALYST L1

Wipro; Bengaluru; On-site; INR 300,000 - 420,000; Full time

Job summary

Wipro is seeking a Service Desk Associate to be the first point of contact for B2B users, troubleshooting end-user issues in line with our Service Desk objectives. You will provide primary user support, respond to queries across calls, portal, email and chat, document tickets, follow SOPs, and monitor SLA compliance to ensure a smooth user experience.

This role emphasizes process improvement, escalation handling, and collaboration with internal teams to resolve incidents quickly and improve

Qualifications

• Experience in service desk operations and ticket logging.
• Familiarity with ITIL, SLA metrics preferred.

Responsibilities

• Be primary contact for clients via calls, portal, email and chat.
• Log tickets accurately and update status.
• Follow standard operating procedures to meet TAT and SLA.
• Suggest process improvements.

Skills

Service Desk Management

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 escape 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

NoPerformanceParameterMeasure1Service Desk Delivery

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

• Attendance
• Documentation etc

Mandatory Skills: Service Desk Management.

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