Service Desk Analyst L2

Wipro; Maharashtra; On-site; INR 500,000 - 800,000; Full time

Job summary

A leading IT services company in India seeks a Service Desk Analyst L2 as the first point of contact for B2B users. In this full-time role, you will be responsible for user support and customer service, responding to client queries, and managing service desk tickets while adhering to SLAs. The ideal candidate should have 1-3 years of experience in user support. Join a modern team that embraces digital transformation and values the evolution of skills and business.

Qualifications

• 1-3 years of experience in user support or customer service.
• Familiarity with commonly-used software and hardware.
• Ability to follow standard operating procedures.

Responsibilities

• Responsible for primary user support and customer service.
• Respond to queries from clients via calls, emails, and chats.
• Manage service desk tickets and ensure adherence to SLAs.

Skills

User support

Customer service

Logging service desk tickets

Job description

Overview

Join to apply for the Service Desk Analyst L2 role at Wipro.

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.

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 escalate 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.

Deliverables / Performance

• Service Desk Delivery
  • Adherence to TAT, SLA as per SoW
  • Minimal Escalation
  • Customer Experience
• Personal
  • Attendance
  • Documentation etc.

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.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology
• Industries: IT Services and IT Consulting