Service Desk Analyst - L3

Role Overview: As the first point of contact for B2B users calling Wipro Service Desk, your role is to troubleshoot end user issues aligning with Wipro's Service Desk objectives. You will be responsible for primary user support and customer service, responding to queries from various channels like calls, portal, emails, and chats from clients. It is essential for you to become familiar with each client and their applications/processes, learn the fundamental operations of common software, hardware, and equipment, and follow standard service desk procedures by accurately logging all service desk tickets. Key Responsibilities: - 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 resolved 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. Qualifications Required: - Mandatory Skill: Oracle Database Admin - Experience: 3-5 years Additional Details: Wipro Limited is a leading technology services and consulting company focused on building innovative solutions to address clients" most complex digital transformation needs. With over 230,000 employees and business partners across 65 countries, Wipro helps clients realize their boldest ambitions and build future-ready, sustainable businesses. Wipro encourages the constant evolution of its business and industry, empowering employees to design their own reinvention. Applications from people with disabilities are explicitly welcome.,