Service Desk Analyst - L2

Wipro Limited is a leading technology services and consulting company committed to creating innovative solutions for clients" complex digital transformation needs. With a holistic portfolio of consulting, design, engineering, and operations capabilities, Wipro helps clients achieve their boldest ambitions and build sustainable businesses. With a global presence of over 230,000 employees and business partners in 65 countries, Wipro is dedicated to supporting customers, colleagues, and communities in an ever-changing world. For more information, visit www.wipro.com. The role of a B2B Service Desk Support at Wipro involves being the initial point of contact for B2B users calling the Wipro Service Desk to troubleshoot end-user issues in alignment with Wipro's Service Desk objectives. Responsibilities include: - Providing primary user support and customer service - Responding to queries through calls, portal, emails, and chats from clients - Familiarizing oneself with each client and their applications/processes - Learning the fundamental operations of commonly-used software, hardware, and equipment - Following standard service desk procedures by accurately logging all service desk tickets using defined tracking software - Maintaining the scorecard as per Statement of Work (SoW) in terms of Turnaround Time (TAT), Service Level Agreement (SLA), and hits - Managing queries or escalating unresolved issues according to defined helpdesk policies and framework - Maintaining regular Management Information System (MIS) and resolution log on raised queries - Recording events, problems, and resolutions in logs - Following up and updating customer status and information - Passing on feedback, suggestions, and escalations from customers to the appropriate internal team - Identifying and proposing improvements on processes, procedures, etc. Mandatory Skills: SD - Remote Desktop Support Experience: 1-3 Years Wipro is on a journey to reinvent itself and invites individuals who are inspired by reinvention to join the team. As an end-to-end digital transformation partner with bold ambitions, Wipro encourages individuals to constantly evolve and reinvent themselves, their careers, and their skills. By embracing change and progress, Wipro aims to empower individuals to design their reinvention journey. Join Wipro to realize your ambitions in a purpose-driven business that welcomes applications from individuals with disabilities.,