Service Desk Analyst

Role Overview: As the first point of contact for B2B users calling Wipro Service Desk, your role is crucial in troubleshooting end user issues in alignment with Wipro's Service Desk objectives. Key Responsibilities: - Provide primary user support and customer service by responding to queries from calls, portal, emails, and chats from clients - Familiarize yourself with each client and their applications/processes - Learn the fundamental operations of commonly-used software, hardware, and other equipment - Follow standard service desk operating 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 unresolved issues according to 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 - Update customer status and information, and pass on feedback, suggestions, escalations to the appropriate internal team - Identify and suggest improvements on processes, procedures, etc. Qualifications Required: - Strong customer service orientation - Good communication skills - Ability to learn and adapt to new technologies quickly - Prior experience in a service desk or customer support role is a plus Please note that the company also emphasizes reinvention and digital transformation, aiming to empower employees to continuously evolve and design their own reinvention within the business.,