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Engaged Employer

Wipro

Compare

3.7

based on 53k Reviews

Video summary

23 Wipro Service Desk Analyst Jobs

Service Desk Analyst(Contract)

Wipro Limited

3.7

based on 53k Reviews

2-6 years

₹ 1.85 - 5.5L/yr (AmbitionBox estimate)

Mumbai

1 vacancy

Service Desk Analyst(Contract)

Wipro

posted 2d ago

Job Role Insights

Flexible timing

Key skills for the job

Housekeeping Customer Service Biochemistry Customer Support Journalism Incident Management

+ 10 more

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 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

Measure
1.
Service Desk Delivery

Adherence to TAT, SLA as per SoW

Minimal Escalation

Customer Experience
2.
Personal

Attendance

Documentation etc.

Employment Type: Full Time, Permanent

Read full job description