Service Desk Analyst - L2

Wipro; Bengaluru; On-site; INR 400,000 - 600,000; Full time

Job summary

Wipro is seeking a Service Desk Analyst - L2 to serve as the first point of contact for B2B users. This role involves troubleshooting end-user issues, logging tickets, and ensuring adherence to service desk objectives. Ideal candidates will have 1-3 years of experience and strong customer service skills.

Qualifications

• 1-3 years of experience in a service desk role.
• Familiarity with client applications and processes.
• Ability to follow standard operating procedures.

Responsibilities

• Respond to user queries via calls, emails, and chats.
• Log all tickets accurately and maintain service desk standards.
• Record events and resolutions in logs and follow up with customers.

Skills

TIS Service Desk

Job description

Join to apply for the Service Desk Analyst - L2 role at Wipro.

The purpose of this role is to be the first point of contact for B2B users calling the Wipro Service Desk to troubleshoot end-user issues in line with Wipro's Service Desk objectives.

Job Description:

Role:

The purpose of this role is to be the first point of contact for B2B users calling the 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 calls, portal, emails, chats from clients.
  • Familiarize with each client and their applications/processes.
  • Learn fundamental operations of commonly-used software, hardware, and equipment.
  • Follow standard service desk operating procedures by accurately logging all tickets.
  • Maintain the scorecard as per SoW regarding TAT, SLA & hits.
  • Manage queries or escalate as per helpdesk policies.

• Regular MIS & resolution log management:
  • Record events and resolutions in logs.
  • Follow-up and update customer status.
  • Pass feedback, suggestions, escalations to internal teams.
  • Suggest improvements on processes and procedures.

Deliverables:

Performance Parameters:

• Service Desk Delivery: Adherence to TAT, SLA, minimal escalation, customer experience.
• Personal: Attendance, documentation, etc.

Mandatory Skills:

TIS Service Desk

Experience:

1-3 Years

Reinvent your world. We are building a modern Wipro, an end-to-end digital transformation partner with bold ambitions. Join us to realize your ambitions. Applications from people with disabilities are explicitly welcome.

Additional Details:

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: IT Services and IT Consulting