The purpose of this role is to be 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 objectives. This role involves primary user support and customer service, responding to queries from all calls, portal, emails, and chats from the client. The individual will become familiar with each client and their respective applications and processes, learn fundamental operations of commonly-used software, hardware, and other equipment, and follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software. Additionally, the role requires ensuring that the scorecard is maintained as per SoW with respect to TAT, SLA & hits, managing all queries or escalating if not resolved as per the defined helpdesk policies and framework. Regular MIS & resolution log management on queries raised is also a key responsibility, which includes recording events and problems and their resolution in logs, following up and updating customer status and information, passing on any feedback, suggestions, escalations by customers to the appropriate internal team, and identifying and suggesting improvements on processes and procedures.
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Job Type
Full-time
Industry
Professional, Scientific, and Technical Services
Number of Employees
5,001-10,000 employees