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 alignment 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 other equipment.
• Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software.
• Ensure scorecard is maintained as per SoW with respect to TAT, SLA, and hits.
• Manage all queries or escalate if not resolved as per defined helpdesk policies and framework.
• Manage MIS and resolution logs for queries.
• Record events and problems and their resolution in logs.
• Follow up and update customer status and information.
• Relay customer feedback, suggestions, and escalations 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