Service Desk Analyst - L2

The purpose of this role is to be the first point of contact for B2B users calling Wipro Service Desk for troubleshooting end user issues in alignment with Wipro's Service Desk objectives. As a primary user support representative, you will be responsible for responding to queries from various channels like calls, portal, emails, and chats from clients. It is essential to become familiar with each client and their applications/processes while learning the fundamental operations of commonly-used software, hardware, and equipment. Following standard service desk procedures is crucial, including accurately logging all service desk tickets using defined tracking software. Maintaining the scorecard as per the Statement of Work (SoW) with regards to Turnaround Time (TAT), Service Level Agreement (SLA), and hits is a key responsibility. Managing queries efficiently or escalating unresolved issues based on defined helpdesk policies and framework is vital. Regularly updating Management Information System (MIS) and resolution logs on raised queries, recording events and problem resolutions, following up with customers, and passing on feedback, suggestions, escalations to the appropriate internal teams are essential tasks. Additionally, identifying and recommending improvements on processes and procedures is encouraged. The key performance parameters for this role include adherence to TAT and SLA as per SoW, minimal escalations, and enhancing the overall customer experience. Personal performance will be measured based on attendance, documentation, and other relevant factors. Mandatory skills for this role include expertise in AI Service Desk. The ideal candidate should have 1-3 years of experience in a similar role. Wipro is dedicated to reinventing the digital landscape and seeks individuals who are inspired by continuous reinvention, both in terms of personal growth and skill development. Join us in shaping a modern Wipro, driven by purpose and innovation. We welcome applications from individuals with disabilities to be a part of our diverse and inclusive team.,