SERVICE DESK ANALYST L2

Wipro; Riyadh; On-site; SAR 60,000 - 90,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Service Desk

Customer support

Ticket logging

SLA management

Job description

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description:

Job Description

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 elevate 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: 1-3 Years.Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.