SERVICE DESK ANALYST L1

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

Job summary

Wipro is seeking a Service Desk professional in Maharashtra to be the first point of contact for B2B users, troubleshooting end user issues in line with Wipro's Service Desk objectives.

You will respond to queries via calls, portal, emails and chats, log tickets with precision, and ensure adherence to SLA/TAT while delivering consistent customer experiences. This role focuses on accurate ticketing and process improvements.

Qualifications

• Mandatory service desk skills and experience.
• Ability to handle queries via calls, portal, email and chat.
• Understanding of SLA/TAT and ticket logging best practices.

Responsibilities

• Be the primary user support and customer service contact.
• Respond to queries from calls, portal, emails, and chats.
• Familiarize with each client and their applications/processes.
• Learn operations of commonly used software and hardware.
• Log service desk tickets accurately in the tracking software.
• Maintain scorecards as per SoW with respect to TAT, SLA and hits.
• Manage queries and escalate as per policy.
• Record events and resolutions in logs; follow up on status.

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 expand 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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