Service Desk Analyst L2

Wipro; Mumbai; On-site; INR 350,000 - 550,000; Full time

Job summary

Wipro is seeking a Service Desk Associate in Mumbai to be the first point of contact for B2B users. You will troubleshoot end-user issues in line with Wipro's Service Desk objectives and deliver professional customer support.

Responsibilities include responding to queries via calls, portal, email and chat; logging tickets, following standard procedures, and maintaining SLA/TAT metrics. 1-3 years of relevant experience is expected.

Qualifications

• Mandatory skills: TIS Service Desk.
• Experience: 1-3 years.

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.
• Log service desk tickets accurately using defined tracking software.
• Maintain scorecard as per SoW with respect to TAT, SLA & hits.
• Manage all queries or escalate as per policies.

Skills

TIS Service Desk

Job description

Job Description:

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 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.

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.

Requirements: