Service Desk Analyst L2

Wipro; Pune District; On-site; INR 350,000 - 500,000; Full time

Job summary

A leading IT services company seeks a Service Desk Analyst L2 in Pune, India. In this role, you will serve as the first point of contact for B2B users, providing primary support and ensuring service desk objectives are met. You will handle user queries via calls, chats, and emails while following standard operating procedures. The ideal candidate will have 1-3 years of experience in customer service, with excellent troubleshooting skills and knowledge of software applications. This is a full-time position with mid-senior level responsibilities.

Qualifications

• 1-3 years of experience in a service desk or similar role.
• Familiarity with troubleshooting software and hardware issues.
• Strong customer service and communication skills.

Responsibilities

• Respond to queries from calls, emails, and chats.
• Log service desk tickets using tracking software.
• Update customer status and record resolution logs.

Skills

Primary user support

Customer service

Service desk ticket tracking

Software and hardware knowledge

Job description

Service Desk Analyst L2 at Wipro

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.

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 escalation 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.

Performance Parameters

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

Experience: 1-3 Years

Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Information Technology

Industries

IT Services and IT Consulting