Wipro is looking for a Service Desk Analyst to serve as the first point of contact for B2B users contacting the service desk. You will troubleshoot end user issues and support service desk objectives.
What You'll Do
- Respond to queries from all calls, portal, emails, and chats from the client
- Become familiar with each client and their respective applications and 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 defined tracking software
- Ensure scorecard is maintained as per Statement of Work with respect to Turnaround Time, Service Level Agreements, and hits
- Manage all queries or escalate if not resolved as per defined helpdesk policies and framework
- Record events, problems, and their resolutions in logs
- Follow-up and update customer status and information
- Pass on any feedback, suggestions, or escalations by customers to the appropriate internal team
- Identify and suggest improvements on processes and procedures
What We're Looking For
- Mandatory Skills: SD - Remote Desktop Support
- Experience: 1-3 Years
Wipro is an equal opportunity employer.
