Service Desk Analyst L2

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

Job summary

Wipro Service Desk in Hyderabad seeks a service-oriented professional to be the first point of contact for B2B users, troubleshooting end-user issues in line with Service Desk objectives.

You will respond to queries via calls, portal, emails and chats, log tickets, and monitor TAT/SLA while contributing to MIS and process improvements. Experience in service desk is preferred.

Qualifications

• Experience in service-desk or customer support.
• Familiarity with incident logging and SLA basics.
• Ability to learn client applications and processes.

Responsibilities

• Provide primary user support and customer service.
• Respond to queries from calls, portal, emails and chats from the client.
• Log tickets accurately using the defined tracking software.
• Ensure adherence to TAT and SLA per Statement of Work (SoW).
• Identify issues and communicate feedback for process improvements.

Skills

Customer service

Service desk

Communication

Tools

Ticketing system

Job description

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

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 escape 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. 1. Service Desk Delivery
   • Adherence to TAT, SLA as per SoW
   • Minimal Escalation
   • Customer Experience
2. 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.

Requirements: