Service Desk Analyst L1 Jobs at Wipro, Hyderabad - Apply Now

Role Purpose

This role is the first point of contact for B2B users who call the Wipro Service Desk. You will troubleshoot end user issues in line with the Service Desk objectives.

Responsibilities

1. Primary user support and customer service

• Respond to queries received through calls, portal, email and chat from the client.
• Get familiar with each client and their applications and processes.
• Learn the fundamental operations of commonly used software, hardware and other equipment.
• Follow standard service desk procedures by accurately logging all tickets in the defined tracking software.
• Keep the scorecard maintained as per the SoW with respect to TAT, SLA and hits.
• Manage all queries, or escalate them if they are not resolved as per the defined helpdesk policies and framework.

2. MIS and resolution log management

• Record events, problems and their resolutions in logs.
• Follow up and update customer status and information.
• Pass customer feedback, suggestions and escalations to the appropriate internal team.
• Identify and suggest improvements to processes and procedures.

Performance Measures

• Service Desk Delivery: adherence to TAT and SLA as per SoW, minimal escalation, and customer experience.
• Personal: attendance and documentation.