Service Desk Analyst L1

Wipro; Hyderabad; On-site; INR 300,000 - 450,000; Full time

Job summary

A leading IT services company is seeking a Service Desk Analyst L1 in Hyderabad. This entry-level role requires excellent user support and customer service skills. The successful candidate will be responsible for responding to user queries via various channels, accurately logging tickets, and following standard operating procedures. The position offers a full-time employment with opportunities for career advancement in a digital transformation environment.

Qualifications

• Excellent communication skills to respond effectively to client queries.
• Ability to learn and support various applications and processes.
• Familiarity with standard operating procedures in service desk environments.

Responsibilities

• Respond to user queries from calls, emails, and chats.
• Log service desk tickets accurately using the defined tracking software.
• Maintain service desk metrics such as TAT and SLA.

Skills

User support

Customer service

Troubleshooting

Tools

Ticketing software

Job description

Join to apply for the Service Desk Analyst L1 role at Wipro.

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

Responsibilities

• 1. 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 escape if not resolve 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.

Performance Measures

• 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.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting

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