SERVICE DESK ANALYST L2

Wipro; Bengaluru; Sur place; INR 300 000 - 500 000; Plein temps

Résumé du poste

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

The role requires responding to queries across calls, portal, emails, and chats, logging tickets, monitoring SLAs, and escalating when needed to deliver reliable customer support and continuous service improvement.

Qualifications

• Mandatory: TIS Service Desk experience.
• 1-3 years experience in a service desk or IT support role.

Responsabilités

• Be primary contact for B2B users calling Wipro Service Desk.
• Respond to queries via calls, portal, emails, and chats.
• Log tickets accurately using the defined tracking software.
• Ensure adherence to TAT and SLA per Statement of Work.
• Escalate unresolved issues per approved policies and framework.
• Regular MIS and resolution logging of queries and resolutions.
• Follow up on customer status and provide timely updates.

Connaissances

TIS Service Desk

Description du poste

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:

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 escalate 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

1.

Service Desk Delivery

Adherence to TAT, SLA as per SoW

Minimal Escalation

Customer Experience

Measure

2.

Personal

Attendance

Documentation etc.

Mandatory Skills: TIS Service Desk.

Experience: 1-3 Years.

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.