Wipro Service Desk Analyst L1 Jobs in Bengaluru, Karnataka

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 the Service Desk objectives.

Key Responsibilities

1. Primary user support and customer service

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

2. Regular MIS and resolution log management

• Record events, problems and their resolutions in logs.
• Follow up and update customer status and information.
• Pass on 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.

Mandatory Skill: Service Desk Management

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