Service Desk Analyst - L2

Role Overview: You will be the first point of contact for B2B users reaching out to Wipro Service Desk to troubleshoot end user issues in alignment with Wipro's Service Desk objectives. Key Responsibilities: - Provide primary user support and customer service - Respond to queries from calls, portal, emails, and chats from clients - Familiarize yourself with each client and their respective applications/processes - Learn the fundamental operations of commonly used software, hardware, and equipment - Follow standard service desk procedures by accurately logging all service desk tickets using defined tracking software - Maintain the scorecard as per Statement of Work (SoW) regarding Turnaround Time (TAT), Service Level Agreement (SLA), and hits - Manage all queries or escalate if not resolved according to the defined helpdesk policies and framework - Maintain regular Management Information System (MIS) and resolution log on raised queries - Record events, problems, and their resolutions in logs - Follow up and update customer status and information - Communicate any feedback, suggestions, or escalations by customers to the appropriate internal team - Identify and propose improvements on processes and procedures Qualification Required: - Mandatory Skill: TIS Service Desk - Experience: 1-3 years Additional Details: Wipro is evolving into a modern organization with bold ambitions in digital transformation. They seek individuals inspired by reinvention, encouraging the constant evolution of both the business and the industry. Wipro values purpose-driven individuals who can design their own reinvention. Join Wipro to realize your ambitions in a place that empowers you to grow. Applications from people with disabilities are explicitly welcomed.,