SERVICE DESK ANALYST L1

The Service Desk Analyst L1 will be the first point of contact for B2B users who call Wipro Service Desk to troubleshoot end-user issues. The role involves primary user support and customer service, including responding to queries, managing tickets, and ensuring adherence to SLA and TAT.

Requirements

• Responsible for primary user support and customer service
• Respond to queries from all calls, portal, emails, chats from the client
• Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework
• Maintain scorecard as per SoW with respect to TAT, SLA & hits
• 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

Benefits

• Competitive salary
• Opportunities for career growth and development
• Collaborative and dynamic work environment