Service Desk Analyst L1

Role Purpose

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

Do

1. Be responsible for primary user support and customer service

• Respond to queries from all calls, portal, emails, 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 that the scorecard is maintained as per SoW with respect to TAT, SLA & hits.
• Manage all queries or elevate if not resolved as per the defined helpdesk policies and framework.

2. Regular MIS & resolution log management ...