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Service Desk Analyst - L1

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Wipro

1mo ago

  • Job
    Full-time
    Entry, Junior & Mid Level
  • Customer Relations
    IT & Cybersecurity
  • Pune

AI generated summary

  • You must excel in user support, respond to queries via multiple channels, document issues, adhere to SLAs, manage escalations, and suggest process improvements while ensuring a great customer experience.
  • You will support users via calls, emails, and chats, log tickets, manage queries, maintain performance metrics, document resolutions, update customer statuses, and suggest process improvements.

Requirements

  • 1. Be responsible for primary user support and customer service
  • 2. Respond to queries from all calls, portal, emails, chats from the client
  • 3. Become familiar with each client and their respective applications/ processes
  • 4. Learn fundamental operations of commonly-used software, hardware and other equipment
  • 5. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
  • 6. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits
  • 7. Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework
  • 8. Record events and problems and their resolution in logs
  • 9. Follow-up and update customer status and information
  • 10. Pass on any feedback, suggestions, escalations by customers to the appropriate internal team
  • 11. Identify and suggest improvements on processes, procedures etc
  • 12. Adherence to TAT, SLA as per SoW
  • 13. Minimal Escalation
  • 14. Customer Experience
  • 15. Attendance
  • 16. Documentation etc

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
  • Regular MIS & resolution log management on queries raised
  • 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

FAQs

What is the primary responsibility of a Service Desk Analyst - L1?

The primary responsibility is to be the first point of contact for B2B users who call the Wipro Service Desk to troubleshoot and resolve end user issues.

What types of queries does a Service Desk Analyst handle?

A Service Desk Analyst handles queries from calls, the portal, emails, and chats from clients.

What should a Service Desk Analyst become familiar with?

A Service Desk Analyst should become familiar with each client and their respective applications and processes.

What kind of training or knowledge is expected for this role?

A Service Desk Analyst should learn the fundamental operations of commonly-used software, hardware, and other equipment.

How should service desk tickets be logged?

Service desk tickets should be accurately logged using the defined tracking software following standard operating procedures.

What performance parameters are used to measure a Service Desk Analyst's effectiveness?

Performance parameters include adherence to TAT (Turnaround Time), SLA (Service Level Agreement), minimal escalation, and overall customer experience.

What actions should be taken if a query cannot be resolved?

If a query cannot be resolved, it should be escalated according to the defined helpdesk policies and framework.

How is feedback from customers handled?

Feedback, suggestions, and escalations from customers should be passed on to the appropriate internal team.

Is maintaining documentation part of the Service Desk Analyst role?

Yes, maintaining documentation and regular MIS (Management Information System) for resolution logs is part of the role.

What is the expected attendance and personal conduct for a Service Desk Analyst?

Expected conduct includes maintaining good attendance and proper documentation as per the company's standards.

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Wipro

Technology
Industry
10,001+
Employees
1945
Founded Year

Mission & Purpose

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 250,000 employees and business partners across 66 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.