Service Desk Analyst L1

The Service Desk Analyst L1 role is the first point of contact for B2B users who call Wipro Service Desk to troubleshoot end-user issues. The role involves providing primary user support and customer service, responding to queries, and managing service desk tickets.

Requirements

• 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
• 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