Service Desk Analyst L0 Wipro
Table of Contents
Job description
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their
Role:
The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipros Service Desk objectives
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.
Deliver:No.
Performance Parameter
Measure1.
Service Desk Delivery
Adherence to TAT, SLA as per SoW
Minimal Escalation
Customer Experience2.
Personal
Attendance
Documentation etc.
Reinvent your world.We are building a modern Wipro. We are an end-to-end digital transformation partner with the >
It has always been in our DNA – as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.Role:
Technical Support – Voice / Blended
Industry Type: IT Services & Consulting
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Voice / Blended
EducationUG: B.Tech/B.E. in Any Specialization
PG: Any Postgraduate
Key Skills
Service Desk
customer service
it service desk
helpdesk
customer support
technical helpdesk
technical support
incident management
desktop support
it helpdesk
troubleshooting
customer experience
itil
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