SERVICE DESK ANALYST L2
Wipro
Pune Division, Maharashtra, India1–3 yrs1h agovia LinkedIn
Role: Service Desk Analyst L2
About the Role
- Serve 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 received via 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.
- Accurately log all service desk tickets using defined tracking software, following standard service desk operating procedures.
- Maintain the scorecard as per the Statement of Work (SoW) with respect to Turnaround Time (TAT), Service Level Agreement (SLA), and hits.
- Manage all queries or escalate them if not resolved, as per defined helpdesk policies and framework.
- Manage regular Management Information System (MIS) and resolution logs for queries raised.
- Record events and problems, along with their resolutions, 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 to 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
- 1-3 Years of experience.