SERVICE DESK ANALYST L1

Wipro; Pune District; On-site; INR 279,000 - 390,600; Full time

Job summary

A global technology services company is seeking a service desk support representative to manage B2B user inquiries and troubleshoot issues. The role requires excellent customer service skills and the ability to log and track service requests accurately. You will be responsible for understanding client applications and ensuring adherence to defined service desk procedures for optimal resolution. Join an organization that empowers you to reinvent your skills and grow your career.

Qualifications

• Experience in customer service or technical support.
• Ability to log queries and manage resolution logs.
• Familiarity with IT service desk operations.

Responsibilities

• Be the first point of contact for B2B users to troubleshoot issues.
• Respond to queries via calls, email, and chat.
• Log all service desk tickets in the tracking software.

Skills

Customer service

Technical support

Problem-solving

Log management

Job description

Role Purpose

The purpose of this role is to be 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

• 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 elevate if not resolved 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.

Deliver

No Performance Parameter Measure

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.