SERVICE DESK ANALYST L2

Wipro Ltd.; Bengaluru; On-site; INR 300,000 - 500,000; Full time

Job summary

Wipro Ltd. Bengaluru seeks a Service Desk professional to be the first contact for B2B users, diagnosing and troubleshooting end-user issues in line with Wipro's Service Desk objectives.

You will deliver primary user support across calls, portals, emails, and chats, log tickets accurately, meet TAT and SLA targets, and maintain customer satisfaction. With 1–3 years of experience, you will learn client applications, follow SOPs, and contribute to process improvements for a modern digital service

Qualifications

• 1-3 years of experience in service desk support.
• Familiar with logging tickets and SLA basics.
• Strong customer service and communication abilities.

Responsibilities

• 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
• 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.

Skills

TIS Service Desk

Job description

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 elevate 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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