Service Desk Analyst - L2 @ Wipro

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Service Desk Analyst - L2

Wipro
2 - 6 years
Hyderabad
2 months ago
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Job Description

About The Role :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 Wipro??s Service Desk objectivesDo:

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 ParameterMeasure
1.Service Desk DeliveryAdherence to TAT, SLA as per SoWMinimal Escalation Customer Experience
2.PersonalAttendanceDocumentation etc.

Job Classification

Industry: IT Services & Consulting
Functional Area / Department: IT & Information Security
Role Category: IT Support
Role: IT Support - Other
Employement Type: Full time

Contact Details:

Company: Wipro
Location(s): Hyderabad

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Keyskills: Service Desk Analysis MIS resolution log management customer service customer support

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Your name (*)

Email (*)

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Preferred City (* max. 2 w/comma)

Designation / Expected Role

Current / Recent Company (*)

Experience (*)

Expected Salary (*)

Desired Industry (*):

Functional area / Department (*):

Enter Skills (key skills, subjects, technologies & roles to use in search)

Write briefly about yourself, your experience and education (*)

Attach ResumeMax 2.38 MB (RTF, PDF, DOC, DOCX formats only parsed)

Please, check the file size and type.

Add social media [ + ]

Create password

I agree with website service terms and conditions

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