Service Desk Analyst II — Elevate End-User Support

Wipro Ltd.; Riyadh; Sur place; SAR 60 000 - 90 000; Plein temps

Résumé du poste

Wipro Limited is seeking a Service Desk professional to be the first point of contact for B2B users, handling end-user issues in line with Service Desk objectives. The role involves responding to queries via calls, portal, email, and chat, logging tickets, and ensuring adherence to TAT and SLA targets.

The candidate will manage MIS/logs, update customers, and suggest process improvements while maintaining a customer-centric approach and high-quality service delivery in a fast-paced environment.

Qualifications

• Mandatory skills: Service Desk Management.
• Experience: 1-3 years in a service desk or similar environment.

Responsabilités

• Respond to queries from calls, portal, emails, and chats from the client.
• Log service desk tickets accurately using defined tracking software.
• Maintain scorecard as per Statement of Work (SoW) focusing on TAT, SLA, and hits.
• Record events and resolutions in MIS and logs; update customer status and information.
• Identify process improvements and escalate when needed.

Connaissances

Service Desk

Customer support

Ticket logging

SLA management

Description du poste

Wipro Limited is seeking a Service Desk professional to be the first point of contact for B2B users, handling end-user issues in line with Service Desk objectives. The role involves responding to queries via calls, portal, email, and chat, logging tickets, and ensuring adherence to TAT and SLA targets.

The candidate will manage MIS/logs, update customers, and suggest process improvements while maintaining a customer-centric approach and high-quality service delivery in a fast-paced environment.