Service Desk Analyst - L1

Role Overview: As the first point of contact for B2B users reaching out to Wipro Service Desk, your role is crucial in troubleshooting end user issues in alignment with Wipro's Service Desk objectives. Key Responsibilities: - Be accountable for primary user support and customer service by: - Responding to queries through calls, portal, emails, and chats from the clients - Familiarizing yourself with each client and their respective applications/processes - Learning the fundamental operations of commonly-used software, hardware, and other equipment - Following standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software - Ensuring the maintenance of the scorecard as per Statement of Work (SoW) regarding Turnaround Time (TAT), Service Level Agreement (SLA), and hits - Managing all queries or escalating if not resolved as per the defined helpdesk policies and framework - Maintaining regular Management Information System (MIS) and resolution log management on queries raised by: - Recording events and problems along with their resolution in logs - Following up and updating customer status and information - Passing on any feedback, suggestions, or escalations by customers to the appropriate internal team - Identifying and suggesting improvements on processes, procedures, etc. Qualification Required: - Mandatory Skill: TIS Service Desk (Note: Additional details of the company were not provided in the job description),