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SERVICE DESK ANALYST L2
Wipro
Maharashtra, IND
Onsite
Discovered 1 months ago
TIS Service DeskService desk supportTicket logging and trackingCustomer serviceQuery troubleshootingService-level agreement (SLA) adherence
Role Overview
Acts as the first point of contact for B2B users contacting the service desk to troubleshoot end-user issues.
Key Skills for This Role
TIS Service DeskService desk supportTicket logging and trackingCustomer serviceQuery troubleshootingService-level agreement (SLA) adherence
Full Job Posting
Role overview
Acts as the first point of contact for B2B users contacting the service desk to troubleshoot end-user issues.
User support and service desk delivery
- Respond to queries received by phone, portal, email, and chat.
- Learn client applications and processes and the fundamentals of commonly used software, hardware, and equipment.
- Log tickets accurately in the defined tracking software and follow service desk procedures.
- Resolve queries or escalate them under the defined helpdesk policies and framework.
- Maintain performance against turnaround time, SLA, and statement-of-work measures.
Records and improvement
- Record events, problems, and resolutions; follow up and update customer information.
- Pass customer feedback, suggestions, and escalations to the appropriate internal team.
- Identify and suggest improvements to processes and procedures.
Experience and mandatory skill
- Experience: 1–3 years.
- Mandatory skill: TIS Service Desk.
Performance measures
Service desk delivery includes turnaround time and SLA adherence, minimal escalation, and customer experience.
Personal measures include attendance and documentation.
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