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, following standard service desk operating procedures and maintaining accurate logs.

Requirements

• Responsibility 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
• 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