Wipro Recruitment Drive :-
Wipro is hiring candidates for the role of Service Desk Analyst – L1 for the Pune, Maharashtra, India locations. The complete details about Wipro Recruitment Drive are as follows.
| Company Name:- | Wipro |
| Required Education: | Graduation |
| Required Skills: | Adherence to TAT, SLA as per SoW Minimal Escalation Customer Experience |
| Job Category: | Service Desk |
| Requisition ID: | 48079 |
Qualifications
Service Desk Delivery:
- Adherence to TAT, SLA as per SoW
- Minimal Escalation
- Customer Experience
Personal:
- Attendance
- Documentation etc
Role Purpose:
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
- a. Respond to queries from all calls, portal, emails, chats from the client
- b. Become familiar with each client and their respective applications/ processes
- c. Learn fundamental operations of commonly-used software, hardware and other equipment
- d. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
- e. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits
- f. Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework
Regular MIS & resolution log management on queries raised
- a. Record events and problems and their resolution in logs
- b. Follow-up and update customer status and information
- c. Pass on any feedback, suggestions, escalations by customers to the appropriate internal team
- d. Identify and suggest improvements on processes, procedures etc.
Skills Required
Wipro Recruitment Drive Application Process:-
Apply In Below Link
Note:– Only shortlisted candidates will receive the call letter for further rounds
