SERVICE DESK ANALYST L2

Wipro; Mumbai; On-site; INR 300,000 - 500,000; Full time

Job summary

A leading IT service provider is seeking a Service Desk Executive in Mumbai. The candidate will be the first point of contact for B2B users to troubleshoot end-user issues. Responsibilities include supporting users across various channels, logging tickets accurately, and managing queries. The ideal candidate has 1-3 years of experience in a service desk role, with mandatory skills in TIS Service Desk. This role promises a dynamic environment aimed at digital transformation.

Qualifications

• Mandatory skills in TIS Service Desk.
• 1-3 years of relevant experience in user support and customer service.

Responsibilities

• Be responsible for primary user support and customer service.
• Respond to queries from all channels: calls, portal, emails, chats.
• Log all service desk tickets using defined tracking software.
• Manage all queries or escalate if not resolved.

Job description

Overview

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 channels: 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.

Performance Parameters

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

Qualifications

• 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.