Wipro Pune Hiring Service Desk Analyst L1 | Job ID 210012

Role Purpose

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

Key Responsibilities

1. Primary user support and customer service

• Respond to queries from calls, portal, emails and chats from the client.
• Become 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 operating procedures by logging all service desk tickets accurately in the defined tracking software.
• Maintain the scorecard as per the SoW with respect to TAT, SLA and hits.
• Manage all queries, or escalate them if not resolved as per the defined helpdesk policies and framework.

2. Regular MIS and resolution log management

• Record events, problems and their resolution in logs.
• Follow up and update customer status and information.
• Pass on any feedback, suggestions and escalations from customers 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, customer experience.
• Personal: attendance, documentation and related measures.

Mandatory skill: TIS Service Desk.

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