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 role involves primary user support and customer service, including responding to queries, following standard service desk operating procedures, and managing all queries or escalating if not resolved.

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
• Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework

Benefits

• Health insurance
• Retirement plan
• Paid time off
• Annual leave
• Sick leave