SERVICE DESK ANALYST L1

Role Purpose

• To be the first point of contact for B2B users calling the Wipro Service Desk.
• To troubleshoot end-user issues in line with Wipro's Service Desk objectives.

Key Responsibilities

• Provide primary user support and customer service.
• Respond to queries via calls, portal, emails, and chats.
• Become familiar 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 using defined tracking software.
• Maintain the scorecard as per SoW with respect to TAT, SLA, & hits.
• Manage all queries or escalate if not resolved as per defined helpdesk policies and framework.
• Manage MIS & resolution logs for queries raised.
• Record events and problems and their resolution in logs.
• Follow up and update customer status and information.
• Pass on feedback, suggestions, and escalations from customers to the appropriate internal team.
• Identify and suggest improvements on processes and procedures.

Performance Parameters

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

Mandatory Skills

• TIS Service Desk