Service Desk Analyst L2 at Wipro, Hyderabad
About the job
Wipro is hiring a Service Desk Analyst L2 in Hyderabad, Telangana. The role is the first point of contact for B2B users who call the Wipro Service Desk with end user issues. It needs 1 to 3 years of experience and the mandatory skill listed is TIS Service Desk.
You will handle queries from calls, the portal, emails and chats. You will log tickets, meet TAT and SLA targets, and escalate unresolved issues as per helpdesk policy.
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
- User base: B2B users
- Support channels: Calls, portal, emails and chats
What You’ll Do
- Act as the first point of contact for B2B users who call the Wipro Service Desk.
- Respond to queries from calls, the portal, emails and chats.
- Troubleshoot end user issues in line with Wipro Service Desk objectives.
- Learn each client and their applications and processes.
- Learn the basic operation of commonly used software, hardware and equipment.
- Log every ticket accurately in the defined tracking software, following standard service desk procedures.
- Maintain the scorecard as per the SoW for TAT, SLA and hits.
- Resolve queries, or escalate them under the defined helpdesk policies and framework.
Reporting and Follow-Up
- Maintain regular MIS and a resolution log 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.
- Service desk skills, listed in the posting as TIS Service Desk.
- Ability to support users across calls, portal, email and chat.
- Accurate ticket logging and documentation.
- Understanding of TAT, SLA and escalation practice.
How Your Performance 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 service desk experience.
- Use Apply on Original Source ↗ at the top of this job page and follow the application instructions.
- Submit your application through Wipro’s careers page.
Before You Apply
- Check the posting for shift, work mode and qualification details. The source does not state them.
- Prepare examples of ticket handling, SLA tracking and escalation.
- Wipro states that it does not ask candidates for money. Report any such request to helpdesk.recruitment@wipro.com. Do not send your resume to that address.
Skills
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Job Details
About Wipro
Description: Wipro is a global technology services and consulting company. It offers consulting, design, engineering and operations services for digital transformation. 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, Telangana. The role is the first point of contact for B2B users who call the Wipro Service Desk with end user issues. It needs 1 to 3 years of experience and the mandatory skill listed is TIS Service Desk.
You will handle queries from calls, the portal, emails and chats. You will log tickets, meet TAT and SLA targets, and escalate unresolved issues as per helpdesk policy.
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
- User base: B2B users
- Support channels: Calls, portal, emails and chats
What You’ll Do
- Act as the first point of contact for B2B users who call the Wipro Service Desk.
- Respond to queries from calls, the portal, emails and chats.
- Troubleshoot end user issues in line with Wipro Service Desk objectives.
- Learn each client and their applications and processes.
- Learn the basic operation of commonly used software, hardware and equipment.
- Log every ticket accurately in the defined tracking software, following standard service desk procedures.
- Maintain the scorecard as per the SoW for TAT, SLA and hits.
- Resolve queries, or escalate them under the defined helpdesk policies and framework.
Reporting and Follow-Up
- Maintain regular MIS and a resolution log 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.
- Service desk skills, listed in the posting as TIS Service Desk.
- Ability to support users across calls, portal, email and chat.
- Accurate ticket logging and documentation.
- Understanding of TAT, SLA and escalation practice.
How Your Performance 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 service desk experience.
- Use Apply on Original Source ↗ at the top of this job page and follow the application instructions.
- Submit your application through Wipro’s careers page.
Before You Apply
- Check the posting for shift, work mode and qualification details. The source does not state them.
- Prepare examples of ticket handling, SLA tracking and escalation.
- Wipro states that it does not ask candidates for money. Report any such request to helpdesk.recruitment@wipro.com. Do not send your resume to that address.