Job Description
Role Purpose
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
1. Be responsible for primary user support and customer service
a. Respond to queries from all calls, portal, emails, chats from the client
b. Become familiar with each client and their respective applications/ processes
c. Learn fundamental operations of commonly-used software, hardware and other equipment
d. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
e. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits
f. Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework
2. Regular MIS & resolution log management on queries raised
a. Record events and problems and their resolution in logs
b. Follow-up and update customer status and information
c. Pass on any feedback, suggestions, escalations by customers to the appropriate internal team
d. Identify and suggest improvements on processes, procedures etc
Deliver
No
PerformanceParameter
Measure 1 Service Desk Delivery
Adherence to TAT, SLA as per SoW
Minimal Escalation
Customer Experience
2 Personal
Attendance
Documentation etc
Mandatory
Skills:
TIS Service Desk.
Role: Technical Support - Voice / Blended
Industry Type: IT Services & Consulting
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Voice / Blended
Education
UG: Any Graduate
PG: Any Postgraduate
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
1. Be responsible for primary user support and customer service
a. Respond to queries from all calls, portal, emails, chats from the client
b. Become familiar with each client and their respective applications/ processes
c. Learn fundamental operations of commonly-used software, hardware and other equipment
d. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
e. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits
f. Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework
2. Regular MIS & resolution log management on queries raised
a. Record events and problems and their resolution in logs
b. Follow-up and update customer status and information
c. Pass on any feedback, suggestions, escalations by customers to the appropriate internal team
d. Identify and suggest improvements on processes, procedures etc
Deliver
No
PerformanceParameter
Measure 1 Service Desk Delivery
Adherence to TAT, SLA as per SoW
Minimal Escalation
Customer Experience
2 Personal
Attendance
Documentation etc
Mandatory
Skills:
TIS Service Desk.
Role: Technical Support - Voice / Blended
Industry Type: IT Services & Consulting
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Voice / Blended
Education
UG: Any Graduate
PG: Any Postgraduate
💡 Quick Summary
Seeking a career-building opportunity? The Service Desk Analyst - L1 position is now open for candidates interested in the Domestic BPO Jobs sector. This role in India offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Domestic BPO Jobs is a plus.
