SERVICE DESK ANALYST L3

Wipro; Maharashtra; On-site; INR 300,000 - 540,000; Full time

Job summary

Wipro is hiring for a Service Desk role in Maharashtra, India. The candidate will be the first point of contact for B2B users, handling end-user issues in line with the service desk objectives.

The position requires strong customer service, ticket logging, and the ability to learn client-specific applications and processes. Responsibilities include responding to queries via calls, portal, email, and chat; maintaining SLA/TAT, and following established SOPs.

Qualifications

• 3–5 years of experience in service desk or IT support roles.
• Strong communication and customer service skills.
• Familiarity with standard incident logging and ticketing processes.

Responsibilities

• Be the first point of contact for B2B users calling Wipro Service Desk.
• Respond to queries from calls, portal, emails, and chats.
• Learn client applications and processes to provide effective support.
• Log tickets accurately using defined tracking software and adhere to SOPs.
• Maintain scorecards per the Statement of Work (SoW) for TAT, SLA, and hits.
• Escalate unresolved issues per service desk policies and framework.
• Record events and resolutions in logs; update customers on status.
• Capture customer feedback and suggest process improvements.
• Assist in regular MIS reporting and resolution tracking.

Skills

Service Desk Management

Job description

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

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 escalates 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

Service Desk Management

Experience

3-5 Years

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