Service Desk Analyst - L1

Role Overview: As the first point of contact for B2B users calling 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 - Familiarize yourself with each client and their respective applications/processes - Learn the fundamental operations of commonly-used software, hardware, and other equipment - Accurately log all service desk tickets using the defined tracking software following standard procedures - Maintain the scorecard as per Statement of Work (SoW) regarding Turnaround Time (TAT), Service Level Agreement (SLA), and hits - Manage all queries or escalate unresolved issues based on defined helpdesk policies and framework - Maintain regular MIS and resolution log management for raised queries - Record events, problems, and their resolutions in logs - Follow-up and update customer status and information - Pass on any feedback, suggestions, or escalations by customers to the appropriate internal team - Identify and suggest improvements on processes, procedures, etc. Qualifications Required: - Mandatory Skills: TIS Service Desk Additional Details (if present): Wipro Limited is a leading technology services and consulting company dedicated to developing innovative solutions for clients" complex digital transformation needs. With a holistic portfolio of capabilities in consulting, design, engineering, and operations, Wipro aims to help clients achieve their boldest ambitions and establish sustainable businesses. With a global presence of over 230,000 employees and business partners across 65 countries, Wipro is committed to assisting customers, colleagues, and communities in thriving in an ever-changing world. Wipro encourages reinvention and constant evolution, empowering individuals to design their own reinvention and realize their ambitions. Applications from people with disabilities are explicitly welcome.,