Service Desk Analyst L2 at Wipro, Hyderabad
About the job
Wipro is hiring a Service Desk Analyst L2 in Hyderabad. You will be the first point of contact for B2B users who call the Wipro Service Desk with end-user issues. The role needs 1 to 3 years of experience and mandatory skills in TIS Service Desk.
You will answer queries from calls, the portal, emails and chats. You will log every ticket in the tracking tool and keep the scorecard on track for turnaround time (TAT) and SLA.
Job Details
- Company: Wipro
- Role: Service Desk Analyst L2
- Location: Hyderabad, Telangana
- Experience: 1 to 3 years
- Salary: Not disclosed
- Mandatory skill: TIS Service Desk
- Users supported: B2B users
- Contact channels: Calls, portal, emails and chats
What You’ll Do
- Act as the first point of contact for B2B users and give primary user support.
- Respond to client queries from calls, the portal, emails and chats.
- Learn each client’s applications and processes.
- Learn how commonly used software, hardware and other equipment work.
- Follow standard service desk procedures and log every ticket accurately in the defined tracking software.
- Keep the scorecard on track for TAT, SLA and hits as per the SoW.
- Resolve queries, or escalate them as per the helpdesk policies and framework.
- Maintain regular MIS and resolution logs for queries raised.
- Record events, problems and their resolutions in logs.
- Follow up with customers and update their status and information.
- Pass customer feedback, suggestions and escalations to the right internal team.
- Suggest improvements to processes and procedures.
What You Need
- 1 to 3 years of experience.
- Mandatory skill: TIS Service Desk.
How Your Work Is Measured
- Service desk delivery: Adherence to TAT and SLA as per the SoW, minimal escalation and customer experience.
- Personal: Attendance and documentation.
How to Apply
- Check that you have 1 to 3 years of experience and TIS Service Desk skills.
- Use Apply on Original Source ↗ at the top of this job page and follow the application instructions.
Before You Apply
- Shift timings, work mode, qualification and salary are not stated. Check them during the hiring process.
- Wipro asks candidates to report suspicious job offers to helpdesk.recruitment@wipro.com. Do not send resumes to this address.
Skills
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Job Details
About Wipro
Wipro is a technology services and consulting company. It lists capabilities in consulting, design, engineering and operations. It states it has over 230,000 employees and business partners across 65 countries.
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JobsInHyd is a job discovery platform and is not the employer or recruiter for this position. Job details are sourced from the original application source and may change. Please verify the latest information before applying.
JobsInHyd does not guarantee hiring outcomes.Wipro is hiring a Service Desk Analyst L2 in Hyderabad. You will be the first point of contact for B2B users who call the Wipro Service Desk with end-user issues. The role needs 1 to 3 years of experience and mandatory skills in TIS Service Desk.
You will answer queries from calls, the portal, emails and chats. You will log every ticket in the tracking tool and keep the scorecard on track for turnaround time (TAT) and SLA.
Job Details
- Company: Wipro
- Role: Service Desk Analyst L2
- Location: Hyderabad, Telangana
- Experience: 1 to 3 years
- Salary: Not disclosed
- Mandatory skill: TIS Service Desk
- Users supported: B2B users
- Contact channels: Calls, portal, emails and chats
What You’ll Do
- Act as the first point of contact for B2B users and give primary user support.
- Respond to client queries from calls, the portal, emails and chats.
- Learn each client’s applications and processes.
- Learn how commonly used software, hardware and other equipment work.
- Follow standard service desk procedures and log every ticket accurately in the defined tracking software.
- Keep the scorecard on track for TAT, SLA and hits as per the SoW.
- Resolve queries, or escalate them as per the helpdesk policies and framework.
- Maintain regular MIS and resolution logs for queries raised.
- Record events, problems and their resolutions in logs.
- Follow up with customers and update their status and information.
- Pass customer feedback, suggestions and escalations to the right internal team.
- Suggest improvements to processes and procedures.
What You Need
- 1 to 3 years of experience.
- Mandatory skill: TIS Service Desk.
How Your Work Is Measured
- Service desk delivery: Adherence to TAT and SLA as per the SoW, minimal escalation and customer experience.
- Personal: Attendance and documentation.
How to Apply
- Check that you have 1 to 3 years of experience and TIS Service Desk skills.
- Use Apply on Original Source ↗ at the top of this job page and follow the application instructions.
Before You Apply
- Shift timings, work mode, qualification and salary are not stated. Check them during the hiring process.
- Wipro asks candidates to report suspicious job offers to helpdesk.recruitment@wipro.com. Do not send resumes to this address.