Service Desk Analyst L1

Role Overview: As a Service Desk Analyst L1 at Wipro Limited, your primary role will be to serve as the first point of contact for B2B users reaching out to Wipro Service Desk for troubleshooting end user issues. Your responsibilities will include providing primary user support and customer service by responding to queries via calls, portal, emails, and chats from clients. It is essential to become familiar with each client and their applications/processes, learn fundamental operations of commonly-used software, hardware, and equipment, and accurately log all service desk tickets using the defined tracking software. Ensuring adherence to Service Level Agreements (SLA) and Turnaround Time (TAT) is crucial, along with managing queries effectively or escalating them following defined helpdesk policies. Key Responsibilities: - Respond to queries from all calls, portal, emails, and chats from clients - Become familiar with each client and their applications/processes - Learn fundamental operations of commonly-used software, hardware, and equipment - Accurately log all service desk tickets using the defined tracking software - Maintain the scorecard as per SoW with respect to TAT, SLA, and hits - Manage all queries or escalate if not resolved as per defined helpdesk policies and framework - Record events and problems and their resolution in logs - Follow-up and update customer status and information - Pass on any feedback, suggestions, escalations by customers to the appropriate internal team - Identify and suggest improvements on processes, procedures, etc Qualifications Required: - TIS Service Desk experience ,