About Wipro
Wipro Limited is a leading technology services and consulting company that focuses on building innovative solutions for clients' complex digital transformation needs.
Job Description
The Service Desk Analyst - L2 role is the first point of contact for B2B users who call Wipro Service Desk to troubleshoot end-user issues in line with Wipro's Service Desk objectives.
Key Responsibilities:
* Provide primary user support and customer service by responding to queries from all calls, portal, emails, chats from clients.
* 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 defined tracking software.
* Manage all queries or escalate if not resolved as per the defined helpdesk policies and framework.
* Regularly manage MIS & resolution log management on queries raised.
Performance Parameters:
* Service Desk Delivery: Adherence to TAT, SLA as per SoW, Minimal Escalation, Customer Experience.
* Personal: Attendance, Documentation, etc.
We are building a modern Wipro. We are an end-to-end digital transformation partner with bold ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. We value diversity and equal opportunities.