SERVICE DESK ANALYST L2

Wipro Ltd.; Hyderabad; On-site; INR 300,000 - 600,000; Full time

Job summary

Wipro is seeking a service desk associate to be the first point of contact for B2B users calling the Wipro Service Desk. You'll troubleshoot end-user issues in line with Service Desk objectives and required SLAs.

You will handle queries via calls, portal, email and chat, log tickets, follow procedures, and escalate where needed. 1-3 years of prior service desk experience is preferred. This role offers growth in a global digital transformation environment.

Qualifications

• Mandatory skills include TIS Service Desk.
• Experience requirement: 1-3 years in a service desk or equivalent role.

Responsibilities

• Be responsible for primary user support and customer service.
• Respond to queries from calls, portal, emails, chats from the client.
• Become familiar with each client and their applications/processes.
• Learn fundamental operations of commonly used software, hardware and other equipment.
• Log all service desk tickets accurately using the defined tracking software.
• Maintain scorecard per SoW with respect to TAT, SLA and hits.
• Manage queries or escalate as per helpdesk policies.
• 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 feedback/escalations to appropriate internal team.
• Identify and suggest improvements on processes and procedures.

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
.

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.