Service Desk Analyst L1

Role Overview: As the first point of contact for B2B users at Wipro Service Desk, your role is crucial in troubleshooting end user issues in alignment with Wipro's Service Desk objectives. Key Responsibilities: - Respond to queries from all calls, portal, 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 - Accurately log all service desk tickets using the defined tracking software - Ensure maintenance of the scorecard as per SoW regarding TAT, SLA, and hits - Manage all queries or escalate if not resolved as per the defined helpdesk policies and framework - Record events and problems along with their resolutions in logs - Follow-up and update customer status and information - Pass on any feedback, suggestions, and escalations by customers to the appropriate internal team - Identify and suggest improvements in processes, procedures, etc. - Regular MIS and resolution log management on queries raised Qualifications Required: - Strong customer service and user support skills - Proficiency in using tracking software and logging tickets - Ability to learn and adapt to new software, hardware, and equipment - Excellent communication skills to interact effectively with clients and internal teams Please note that the company provided additional details about reinventing itself and empowering employees to design their reinvention.,