SERVICE DESK ANALYST L1

Role Purpose

The purpose of this role is to be the first point of contact for B2B users who call 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 from calls, portal, emails, and chats.
• Become familiar 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 the 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 the defined helpdesk policies and framework.
• Manage MIS and 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