Service Desk Analyst L2

Wipro; Pune District; On-site; INR 400,000 - 600,000; Full time

Job summary

A leading IT services firm is seeking a dedicated individual to serve as the first point of contact for B2B users. This role involves troubleshooting and providing support for various user issues while ensuring compliance with established service desk objectives. The ideal candidate will have 1-3 years of experience in customer service and technical support. Full-time position based in Pune, Maharashtra with opportunities for growth in the IT consulting sector.

Qualifications

• 1-3 years of experience in similar roles.
• Ability to respond to customer queries effectively.
• Knowledge of service desk operations and reporting.

Responsibilities

• Provide primary user support and customer service.
• Respond to queries via calls, portal, emails, and chats.
• Maintain service desk logs and track resolution of issues.

Skills

Customer service

Technical troubleshooting

Familiarity with software and hardware

Job description

Job Description

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 escale 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

• Service Desk Delivery – Adherence to TAT, SLA as per SoW; Minimal Escalation; Customer Experience
• 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

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