Service Desk Analyst - L2

Job description:Job Description Role: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 objectives͏ Do:Be responsible for primary user support and customer serviceRespond to queries from all calls, portal, emails, chats from the clientBecome familiar with each client and their respective applications/ processesLearn fundamental operations of commonly-used software, hardware and other equipmentFollow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking softwareEnsure that the scorecard is maintained as per SoW with respect to TAT, SLA & hitsManage all queries or escalate if not resolve as per the defined helpdesk policies and framework Regular MIS & resolution log management on queries raised Record events and problems and their resolution in logsFollow-up and update customer status and informationPass on any feedback, suggestions, escalations by customers to the appropriate internal teamIdentify and suggest improvements on processes, procedures etc.͏ Deliver:No.Performance ParameterMeasure1.Service Desk DeliveryAdherence to TAT, SLA as per SoWMinimal Escalation Customer Experience2.PersonalAttendanceDocumentation etc.  ͏ ͏  Experience: 1-3 Years. Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest 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. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.