SERVICE DESK ANALYST L2

Job description: The purpose of this role is to be the first point of contact for B2B users who call Wipro Service Desk to troubleshoot appropriate end‑user issues in line with Wipro’s Service Desk objectives.

Role

Primary user support and customer service responsibilities include responding to queries from calls, portal, email, chats; becoming familiar with each client and their applications; learning operations of software/hardware; logging tickets; maintaining scorecard; managing all queries or escalating as needed.

Do

• 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...