SERVICE DESK ANALYST L1

Role Purpose

• Act as the first point of contact for B2B users contacting the Wipro Service Desk.
• 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 from the client.
• 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 service desk tickets using defined tracking software.
• Ensure scorecard is maintained as per Statement of Work (SoW) with respect to Turnaround Time (TAT), Service Level Agreement (SLA), and hits.
• Manage all queries or escalate if not resolved as per defined helpdesk policies and framework.
• Record events and problems and their resolution in logs.
• Follow up and update customer status and information.
• Pass on any feedback, suggestions, or escalations by 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.

Requirements & Tech Stack

• TIS Service Desk

Qualifications

• None explicitly stated beyond the responsibilities and skills.