SERVICE DESK ANALYST L1

Wipro Ltd.; Hyderabad; On-site; INR 300,000 - 420,000; Full time

Job summary

Wipro Ltd. in India is seeking a Service Desk Associate to be the first point of contact for B2B users, troubleshooting end-user issues in line with Service Desk objectives.

You will handle queries via calls, portal, email, and chat, log tickets, monitor TAT and SLA, escalate when needed, and maintain MIS records to ensure efficient support and client satisfaction.

Responsibilities

• Respond to queries via calls, portal, emails, and chats from the client.
• Familiarize with each client and their applications/processes.
• Log service desk tickets accurately using defined tracking software.
• Maintain scorecard per SoW with respect to TAT, SLA & hits.
• Record events and resolutions in logs and follow up on status.
• Escalate unresolved queries per policy and route to appropriate teams.
• Identify and suggest process improvements.
• Prepare regular MIS reports and resolution logs.
• Attend to attendance and documentation duties.

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

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

NoPerformanceParameterMeasure1Service 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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