Wipro Bangalore Careers 2024; Service Desk Analyst – Latest MNC Jobs

Wipro invites candidates for the post of Service Desk Analyst at Bangalore locations. Candidates with graduate are eligible to apply. Candidates are kindly read all the information provided below, before apply

Name of the Organization: Wipro

Notification ID: 3058716

Positions: Service Desk Analyst

Location: Bangalore

Salary: As per company Norms

Educational Qualifications: Graduate

Behavioral Competencies

• Effective Communication
• Detail Oriented
• Change Agility
• Client centricity
• Execution Excellence
• Passion for Results

Job Description:

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

• 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.

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