SERVICE DESK ANALYST L1
Wipro
Bengaluru, Karnataka, IndiaFresher1h agovia LinkedIn
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
- Primary User Support & Customer Service:
- Respond to queries from 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 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.
- MIS & Resolution Log Management:
- 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.
Mandatory Skills
- Service Desk Management
About Wipro
- Wipro is an end-to-end digital transformation partner.