Service Desk Analyst - L3

Wipro Limited is a leading technology services and consulting company committed to developing innovative solutions to meet the complex digital transformation needs of its clients. With a strong focus on consulting, design, engineering, and operations, Wipro helps clients achieve their ambitious goals and build sustainable businesses. Operating in 65 countries with over 230,000 employees and business partners, Wipro is dedicated to supporting customers, colleagues, and communities in an ever-evolving world. For more information, please visit www.wipro.com. The role entails being the primary point of contact for B2B users contacting the Wipro Service Desk to troubleshoot end user issues in alignment with Wipro's Service Desk objectives. Responsibilities include: - Providing primary user support and customer service. - Responding to queries from calls, portal, emails, and chats from clients. - Familiarizing oneself with each client and their applications/processes. - Learning the fundamental operations of commonly-used software, hardware, and equipment. - Following standard service desk operating procedures by accurately logging all service desk tickets using defined tracking software. - Ensuring the maintenance of the scorecard as per Statement of Work (SoW) with respect to Turnaround Time (TAT), Service Level Agreement (SLA), and hits. - Managing all queries and escalating if not resolved according to defined helpdesk policies and framework. - Maintaining regular Management Information System (MIS) and resolution log on raised queries. - Recording events, problems, and their resolutions in logs. - Following up and updating customer status and information. - Passing on any feedback, suggestions, or escalations by customers to the appropriate internal team. - Identifying and suggesting improvements on processes and procedures. Performance Parameters: 1. Service Desk Delivery: - Adherence to TAT, SLA as per SoW - Minimal Escalation - Customer Experience 2. Personal: - Attendance - Documentation, etc. Join Wipro, a company that is reinventing itself and the digital world. Be part of our journey in transforming businesses with bold ambitions. We seek individuals who are inspired by reinvention, willing to evolve constantly, and contribute to the growth of our business and industry. At Wipro, you have the opportunity to shape your own reinvention. Come to Wipro and realize your ambitions. We welcome applications from people with disabilities.,