SERVICE DESK ANALYST L1
This role serves as the first point of contact for B2B users contacting the Wipro Service Desk to troubleshoot and resolve end-user issues. You will be responsible for responding to queries received via calls, portal, emails, and chats from clients, becoming familiar with each client's applications and processes. The position requires learning the fundamental operations of commonly-used software, hardware, and other equipment to provide effective primary user support. You must follow standard service desk operating procedures by accurately logging all tickets using the defined tracking software while ensuring SLA adherence and scorecard maintenance as per the Statement of Work. Managing all queries or escalating unresolved issues per defined helpdesk policies is essential. You will also be responsible for regular MIS and resolution log management, recording events, problems, and their resolutions in logs, following up on customer status, and passing feedback, suggestions, and escalations to appropriate internal teams. Identifying and suggesting process improvements is also part of the role.
