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Service Desk Analyst L1 at Wipro

Wipro Limited, a global leader in technology services and consulting, is seeking a skilled Service Desk Analyst L1 to join our team in Bengaluru, Karnataka. In this role, you will be the first point of contact for B2B users, providing technical support and troubleshooting assistance in line with Wipro's Service Desk objectives.

About Wipro

Wipro is dedicated to delivering innovative solutions that address complex digital transformation needs. With over 230,000 employees across 65 countries, we help clients achieve their boldest ambitions while fostering sustainable business practices.

Role Purpose

The Service Desk Analyst L1 is responsible for providing primary user support and customer service, ensuring timely resolution of issues and adherence to service standards.

Key Responsibilities

• Respond to queries from calls, portals, emails, and chats from clients.
• Familiarize yourself with client-specific applications and processes.
• Learn fundamental operations of commonly used software, hardware, and equipment.
• Accurately log all service desk tickets using defined tracking software.
• Maintain scorecards as per Statement of Work (SoW) with respect to TAT, SLA, and hit rates.
• Manage and resolve queries or escalate as per helpdesk policies.
• Record events, problems, and resolutions in logs.
• Follow up and update customer status and information.
• Pass feedback, suggestions, and escalations to the appropriate internal teams.
• Identify and suggest process improvements.

Performance Parameters

• Service Desk Delivery: Adherence to TAT and SLA, minimal escalations, and excellent customer experience.
• Personal: Attendance and documentation compliance.

Mandatory Skills

• TIS Service Desk