Associate Service Desk Analyst

Key skills

• Service Desk Management
• IT Support
• Technical Support
• Customer Service
• Incident Management
• Ticket Management
• Troubleshooting
• Service Level Agreement (SLA)
• Turnaround Time (TAT)
• Escalation Management
• Query Resolution
• Documentation

Job description

Job Title: Service Desk Analyst L1

Company: Wipro

Location: Bengaluru, Karnataka

Job Overview:

Wipro is hiring for the Service Desk Analyst L1 role. The position involves providing first-level support to B2B users, troubleshooting end-user issues, and delivering customer service through calls, email, chat, and support portals.

Key Responsibilities:

• Act as the first point of contact for users seeking technical support.
• Respond to customer queries received through calls, email, chat, and service portals.
• Understand client applications, processes, and commonly used software and hardware.
• Log and track service desk tickets accurately using the designated tracking system.
• Maintain records of incidents, problems, and their resolutions.
• Follow up with customers and update their status and information.
• Escalate unresolved issues to the appropriate internal teams.
• Identify and suggest improvements to service desk processes.
• Meet turnaround time (TAT), SLA, and service quality targets.
• Focus on customer experience and minimize unnecessary escalations.

Mandatory Skill: Service Desk Management

Performance Expectations:

• Adherence to TAT and SLA requirements.
• Minimal escalations and positive customer experience.
• Attendance and proper documentation.

Note: Check the official Wipro careers page for current eligibility, experience requirements, salary, and application details.

Apply on the official Wipro careers page

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