SERVICE DESK ANALYST L2

About the Role

The purpose of this role is to be the first point of contact for B2B users who call the Wipro Service Desk to troubleshoot end-user issues in line with Wipro's Service Desk objectives.

Key Responsibilities

• Be responsible for primary user support and customer service.
• Respond to queries from all calls, portal, emails, and chats from the client.
• 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 SoW with respect to TAT, SLA & hits.
• Manage all queries or escalate if not resolved as per the defined helpdesk policies and framework.
• Regular MIS & resolution log management on queries raised.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback, suggestions, escalations by customers to the appropriate internal team.
• Identify and suggest improvements on processes, procedures, etc.

Performance Parameters

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

Requirements & Tech Stack

• TIS Service Desk