SERVICE DESK ANALYST L2

Wipro Technologies; Bengaluru; On-site; INR 350,000 - 500,000; Full time

Job summary

Wipro Limited is seeking a Service Desk associate to be the first point of contact for B2B users calling the Wipro Service Desk. The role focuses on troubleshooting end-user issues, responding to queries via calls, portal, emails and chats, and logging tickets accurately.

You will learn client-specific applications and processes and ensure service levels are met. Ideal candidates have 1-3 years of service desk experience, strong customer service skills, and a willingness to follow defined

Qualifications

• Experience in service desk operations and customer support.
• Ability to log and track tickets using standard tracking software.
• Understanding of SLA/TAT concepts and performance metrics.

Responsibilities

• Be responsible for primary user support and customer service.
• Respond to queries from calls, portal, emails, and chats from the client.
• Learn the applications and processes used by each client and assist with common tech issues.
• Log service desk tickets accurately and maintain ticketing records per SOPs.
• Ensure adherence to SLA/TAT and support framework; escalate when needed.

Skills

Service Desk Consulting

Customer Service

Job description

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Role:

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:

• 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 accelerate 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

Service Desk Consulting. 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.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.