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 WiproâÂÂs Service Desk objectives
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Do
1. Be responsible for primary user support and customer service
c. Learn fundamental operations of commonly-used software, hardware and other equipment
d. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
e. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits
f. Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework
2.
Regular MIS & resolution log management on queries raised
a. Record events and problems and their resolution in logs
b. Follow-up and update customer status and information
c. Pass on any feedback, suggestions, escalations by customers to the appropriate internal team
d. Identify and suggest improvements on processes, procedures etc
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Deliver
No Performance Parameter Measure
1 Service Desk Delivery
Adherence to TAT, SLA as per SoW
Minimal Escalation
Customer Experience
2 Personal
Attendance
Documentation etc
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Mandatory Skills: Service Desk Management.
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📌 Service Desk Analyst(Contract) (Mysuru)
🏢 Wipro
📍 Mysuru
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