Service Desk Analyst - L1

The purpose of this role is to be the first point of contact for the B2B users calling Wipro Service Desk, providing primary user support and customer service. You will respond to queries via calls, portal, emails, and chats from clients, becoming familiar with each client and their applications/processes. It is essential to learn the fundamental operations of commonly-used software, hardware, and equipment while accurately logging all service desk tickets as per standard procedures. Maintaining the scorecard in accordance with TAT, SLA & hits, you will manage all queries and escalate unresolved issues based on defined helpdesk policies and framework. Additionally, you will be responsible for regular MIS & resolution log management, recording events and resolutions, updating customer status, and passing on feedback to the internal team. Identifying and suggesting improvements on processes and procedures is also a crucial aspect of this role. The performance parameters for this role include adherence to TAT, SLA as per SoW, minimal escalations, and ensuring a positive customer experience. Personal responsibilities encompass attendance, documentation, and other related tasks. Mandatory skills for this role include TIS Service Desk. Wipro is on a journey of reinvention, seeking individuals who are inspired by constant evolution and reinvention. As a digital transformation partner, Wipro empowers its employees to design their own reinvention and realize their ambitions. Applications from people with disabilities are explicitly welcome in our inclusive work environment. Join us at Wipro to reinvent your world and be part of a business powered by purpose.,