Service Desk Analyst

Wipro Ltd.•Manila, AR

38d

About The Position

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com. Job Description 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 Wipro's Service Desk objectives

Requirements

Mandatory Skills: Service Desk Management

Responsibilities

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
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