Service Desk Analyst L1 Job at Wipro Bengaluru | Apply Now

Job Description

Role Purpose

The purpose of this role is to be the first point of contact for B2B users who call the Wipro Service Desk, troubleshooting end user issues in line with Service Desk objectives.

Do

1. Be responsible for primary user support and customer service

• Respond to queries from all calls, portal, emails, and chats from the client.
• Become familiar with each client and their respective applications and 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, and hits.
• Manage all queries or escalate if not resolved as per the defined helpdesk policies and framework.

2. Regular MIS and 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, or escalations by customers to the appropriate internal team.
• Identify and suggest improvements on processes, procedures, etc.

Deliver

Mandatory Skills: Service Desk Management.

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.