Service Desk Analyst

About the Role

The Service Desk Analyst is the first point of contact for B2B users who call the Wipro Service Desk. The role involves troubleshooting end‑user issues in line with Wipro’s Service Desk objectives.

Responsibilities

• Provide primary user support and customer service:
  • Respond to queries received via calls, portal, emails, and chats.
  • Become familiar with each client’s applications and processes.
  • Learn fundamental operations of commonly used software, hardware, and equipment.
  • Follow standard service desk procedures, accurately logging all tickets in the defined tracking system.
  • Maintain scorecard metrics as per Statement of Work (SoW) regarding TAT, SLA, and hits.
  • Manage queries or escalate them according to helpdesk policies and framework.
• Perform regular MIS and resolution log management:
  • Record events, problems, and their resolutions in logs.
  • Follow up and update customer status and information.
  • Relay feedback, suggestions, and escalations to the appropriate internal team.
  • Identify and suggest improvements to processes and procedures.
• Deliver performance against defined parameters:
  • Service Desk delivery adherence to TAT, SLA, and minimal escalations.
  • Ensure positive customer experience.
  • Maintain personal attendance and documentation.