Service Desk Analyst L2

Wipro; Ahmedabad District; On-site; INR 300,000 - 540,000; Full time

Job summary

Wipro Service Desk in Ahmedabad seeks a dedicated professional to act as the first point of contact for B2B users, troubleshooting end-user issues and guiding them through standard service desk processes.

You will log tickets, monitor TAT/SLA, and contribute to MIS updates while ensuring quality customer service and timely problem resolution within the defined SoW.

Qualifications

• Mandatory skills listed for the role: TIS Service Desk.

Responsibilities

• Be the first point of contact for B2B users calling Wipro Service Desk.
• Respond to queries from calls, portal, emails, chats.
• Log tickets using the defined tracking software and adhere to SOPs.
• Maintain scorecards as per SoW with respect to TAT, SLA & hits.
• Manage queries or escalate per helpdesk policies.

Skills

TIS Service Desk

Job description

Job Description

Job description: Job Description

Role

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

• 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 escape if not resolve as per the defined helpdesk policies and framework

• 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

1.

Service Desk Delivery

Adherence to TAT, SLA as per SoW

Minimal Escalation

Customer Experience

2.

Personal

Attendance

Documentation etc.

Mandatory Skills : TIS Service Desk
.

Experience : 1-3 Years
.

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