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Service Desk Analyst - L1

0 - 4 years

1 - 4 Lacs

Bengaluru

Posted:2 months ago| Platform: Naukri logo

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Skills Required

customer service it service desk helpdesk service desk mis networking housekeeping customer support journalism technical helpdesk technical support incident management microsoft windows desktop support hospitality it helpdesk troubleshooting itil

Work Mode

Work from Office

Job Type

Full Time

Job Description

? Do 1. Be responsible for primary user support and customer service a. Respond to queries from all calls, portal, emails, chats from the client b. Become familiar with each client and their respective applications/ processes c. Learn fundamental operations of commonly-used software, hardware and other equipment d. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software e. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits f. Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework 2. Regular MIS & resolution log management on queries raised a. Record events and problems and their resolution in logs b. Follow-up and update customer status and information c. Pass on any feedback, suggestions, escalations by customers to the appropriate internal team d. Identify and suggest improvements on processes, procedures etc

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www.wipro.com

Information Technology & Services

Bengaluru

250,000+ Employees

11788 Jobs

    Key People

  • Thierry Delaporte

    CEO & Managing Director

  • Jatin Dalal

    Chief Financial Officer

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