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Wipro
Service Desk Analyst - L2

Service Desk Analyst - L2

Wipro

1.0 - 3.0 years

2 - 5 Lacs

Pune

Posted:1 week ago| Platform:

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Skills Required

Service Desk analysis MIS customer service Service Desk Analyst troubleshooting customer support

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role: The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro??s Service Desk objectives Do: Be responsible for primary user support and customer service Respond to queries from all calls, portal, emails, 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 Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework Regular MIS & resolution log management on queries raised 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. Deliver: No. Performance Parameter Measure 1. Service Desk Delivery Adherence to TAT, SLA as per SoW Minimal Escalation Customer Experience 2. Personal Attendance Documentation etc. Mandatory Skills: TIS Service Desk.

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Wipro

www.wipro.com

Information Technology & Services

Bengaluru

250,000+ Employees

9692 Jobs

Key People

Thierry Delaporte

CEO & Managing Director
Jatin Dalal

Chief Financial Officer
Saurabh Govil

Chief Human Resources Officer
Ravi Venkatesan

Chairman

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Service Desk Analyst - L2

Experience & Salary

Skills Required

Work Mode

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Job Description

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