SERVICE DESK ANALYST L1

Wipro; Kolkata Metropolitan Area; On-site; INR 300,000 - 420,000; Full time

Job summary

Wipro is looking for a Service Desk Analyst to be the first point of contact for B2B users calling the Wipro Service Desk to troubleshoot end-user issues in line with the Service Desk objectives. You will respond to queries via calls, portal, emails, and chats, learn client-specific applications, and log tickets using the defined tracking software to maintain accurate MIS.

The role emphasizes adherence to TAT and SLA, minimal escalation, and delivering a positive customer experience while

Qualifications

• Mandatory skills include TIS Service Desk.

Responsibilities

• Be primary user support and customer service
• Respond to queries from calls, portal, emails, chats
• Familiarize with each client and their applications/processes
• Log all service desk tickets using the tracking software
• Ensure scorecard meets SoW in terms of TAT, SLA and hits
• Escalate queries per policy when unresolved
• Record events and resolutions and update status
• Suggest process improvements

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

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

No PerformanceParameter Measure

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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