SERVICE DESK ANALYST L1

Role Purpose

• Serve as the first point of contact for B2B users contacting the Wipro Service Desk.
• Troubleshoot end-user issues in alignment with Wipro Service Desk objectives.

Key Responsibilities

• Provide primary user support and customer service.
• Respond to queries via calls, portal, emails, and chats.
• Familiarize yourself with each client and their respective applications/processes.
• Learn fundamental operations of commonly-used software, hardware, and equipment.
• Follow standard service desk operating procedures by accurately logging all tickets.
• Maintain scorecard adherence to SoW regarding TAT, SLA, and hits.
• Manage all queries or escalate them as per defined helpdesk policies and framework if not resolved.
• Manage MIS and resolution logs for raised queries.
• Record events and problems, along with their resolutions, in logs.
• Follow up and update customer status and information.
• Relay customer feedback, suggestions, and escalations to appropriate internal teams.
• Identify and suggest improvements for processes and procedures.

Performance Parameters

• Service Desk Delivery:
• Adherence to TAT and SLA as per SoW.
• Minimal Escalation.
• Customer Experience.
• Personal:
• Attendance.
• Documentation, etc.

Mandatory Skills

• TIS Service Desk