Overview
Role Purpose
This role serves as the first point of contact for B2B users who call the Wipro Service Desk, helping to troubleshoot end user issues in line with Wipro's Service Desk objectives.
Responsibilities
1. Primary User Support and Customer Service
- Respond to queries from all calls, portal, emails, and chats from clients.
- 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 resolutions 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 and procedures.
Deliver
NoPerformance ParameterMeasure1 | Service Desk Delivery | Adherence to TAT, SLA as per SoWMinimal EscalationCustomer Experience
2 | Personal | AttendanceDocumentation etc.
Mandatory Skills
TIS Service Desk.
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Key Skills
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Wipro
Wipro Limited is a leading global information technology, consulting, and business process services company headquartered in Bengaluru, India. Founded in 1945, Wipro has evolved from a vegetable oil manufacturer into one of the world’s most respected IT services firms. With a workforce of over 250,000 employees across six continents, the company delivers innovative solutions in areas such as cloud computing, artificial intelligence, cybersecurity, data analytics, and enterprise application services. Wipro’s mission is to help clients succeed in a changing world by leveraging technology, deep industry expertise, and a commitment to sustainability and social responsibility.
Recognized as one of the top IT service providers globally, Wipro has consistently ranked among the leaders in Gartner Magic Quadrants and other industry benchmarks. The company has made significant strides in digital transformation initiatives, renewable energy adoption, and diversity and inclusion programs. In recent years, Wipro has expanded its global footprint through strategic acquisitions and partnerships, strengthening its capabilities in high-growth areas such as digital engineering and cloud-native services.
Company Details
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Websitewipro.com