Service Desk Analyst L1

Wipro; Hyderabad; On-site; INR 300,000 - 600,000; Full time

Job summary

Wipro Service Desk in Hyderabad seeks an entry- to mid-level Service Desk Analyst to be the first point of contact for B2B users, resolving end-user issues in line with Service Desk objectives.

You will log tickets, respond to queries via calls, portal, email or chat, learn client applications, maintain SOW/TAT metrics, and contribute to process improvements while ensuring strong customer service and accurate MIS records.

Qualifications

• Mandatory Skills: TIS Service Desk
• Follow standard service desk procedures and accurately log all tickets
• Maintain service level metrics (TAT, SLA, hits) per SoW

Responsibilities

• Be responsible for primary user support and customer service
• Respond to queries from calls, portal, emails and chats from the client
• Learn fundamental operations of commonly-used software, hardware and equipment
• Log service desk tickets accurately using defined tracking software
• Maintain scorecards per SoW with respect to TAT, SLA & hits
• Manage all queries and escalations
• Regular MIS and 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 feedback or escalations to the appropriate internal team
• Identify and suggest improvements on processes and procedures

Skills

TIS Service Desk

Job description

Job Description:

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 escal

• 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
.

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.

Requirements: