Service Desk Analyst L1

About the 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 objectives

What you'll do

• Responsible for primary user support and customer service
• Respond to queries from all calls, portal, emails, chats from the client
• 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

What you need

• Hardware
• MIS reporting
• Any graduate