SERVICE DESK ANALYST L1

The Service Desk Analyst L1 role is the first point of contact for B2B users who call Wipro Service Desk to troubleshoot end-user issues. The purpose of this role is to provide primary user support and customer service.

Requirements

• 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 escalate if not resolve 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

Benefits

• Competitive salary
• Opportunities for career growth and development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance