Service Desk Analyst - L2

Wipro; Pune City; On-site; INR 350,000 - 600,000; Full time

Job summary

A leading company is seeking a Service Desk Analyst - L2 to provide primary user support and customer service for B2B clients. The role involves troubleshooting issues, managing queries, and ensuring adherence to service desk objectives. Candidates should have 1-3 years of experience and familiarity with TIS Service Desk. This is a full-time position focused on enhancing customer experience and operational efficiency.

Qualifications

• Experience: 1-3 Years.

Responsibilities

• Respond to queries from calls, portal, emails, chats.
• Log all service desk tickets accurately.
• Identify and suggest improvements on processes.

Skills

TIS Service Desk

Job description

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 B2B users who call the Wipro Service Desk to troubleshoot end-user issues in line with Wipro's Service Desk objectives.

Job description:

Role:

The purpose of this role is to be the first point of contact for B2B users who call the 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 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 resolutions 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:

• Performance Parameters:
• Adherence to TAT, SLA as per SoW.
• Minimal Escalation.
• Customer Experience.

Personal:

• Attendance.
• Documentation, etc.

Mandatory Skills: TIS Service Desk.

Experience: 1-3 Years.

We are building a modern Wipro, an end-to-end digital transformation partner with bold ambitions. Join us to reinvent your world and realize your ambitions. Applications from people with disabilities are explicitly welcome.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting