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Wipro
Service Desk Analyst - L2

Service Desk Analyst - L2

Wipro

2.0 - 6.0 years

2 - 5 Lacs

Pune

Posted:2 days ago| Platform:

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Skills Required

user support customer service helpdesk service desk mis cleaning networking housekeeping housekeeping management news reporting news writing journalism technical support team leading hospitality desktop support hotel management

Work Mode

Work from Office

Job Type

Full Time

Job Description

? 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.

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Wipro

www.wipro.com

Information Technology & Services

Bengaluru

250,000+ Employees

11447 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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