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Service Desk Analyst

1 month ago

Quezon City, National Capital Region, Philippines Wipro Technologies Full time

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Work with usTitle: Service Desk Analyst - L2

Requisition ID: 35609

City: Quezon City

Country/Region: PH

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Role: The purpose of this role is to be 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.

Do:
  • 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 resolved 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.
    Deliver:
No.

Performance Parameter

Measure

  1. Service Desk Delivery

    Adherence to TAT, SLA as per SoW

    Minimal Escalation

    Customer Experience

  2. Personal

    Attendance

    Documentation etc.

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at helpdesk.recruitment@wipro.com. Do not email your resume to this ID as it is not monitored for resumes and career applications.

Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

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