Service Desk Analyst - L0

Wipro Limited is a leading technology services and consulting company focused on addressing clients" most complex digital transformation needs. With a holistic portfolio of capabilities in consulting, design, engineering, and operations, Wipro helps clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, Wipro is committed to helping customers, colleagues, and communities thrive in an ever-changing world. Role: The purpose of this role is to be the first point of contact for B2B users who call Wipro Service Desk to troubleshoot appropriate end-user issues in line with Wipro's Service Desk objectives. Responsibilities: - Be responsible for primary user support and customer service - Respond to queries from all calls, portals, emails, and 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 Statement of Work (SoW) with respect to Turnaround Time (TAT), Service Level Agreement (SLA), and hits - Manage all queries or escalate if not resolved as per the defined helpdesk policies and framework - Regularly update Management Information System (MIS) and 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. Performance Parameters: - Service Desk Delivery: - Adherence to TAT, SLA as per SoW - Minimal Escalation - Customer Experience - Personal: - Attendance - Documentation, etc. Mandatory Skills: - Service Desk Management Wipro is building a modern organization focused on digital transformation and reinvention. Join a business powered by purpose and a place that empowers you to design your own reinvention. Realize your ambitions at Wipro. Applications from people with disabilities are explicitly welcome.,