Wipro Hyderabad Hiring Service Desk Analyst L1 | Job ID 218194

Job Description

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

Do

1. 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 the fundamental operations of commonly used software, hardware and other equipment.
• Follow standard service desk operating procedures by accurately logging all service desk tickets in the defined tracking software.
• Ensure the scorecard is maintained as per the SoW with respect to TAT, SLA and hits.
• Manage all queries, or escalate them if unresolved, as per the defined helpdesk policies and framework.

2. Regular MIS and resolution log management on queries raised

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

Deliver

Performance is measured on the following parameters:

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

Mandatory skill: TIS Service Desk.

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