SERVICE DESK ANALYST L2(CONTRACT)
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Key skills for this role
About the Role
Wipro is hiring a Service Desk Analyst L2 for a contract role in Abu Dhabi. The analyst will be the first point of contact for B2B users, troubleshooting end user issues and managing service desk tickets.
Key Skills for This Role
Responsibilities
- 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
- 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.
Requirements
- 1 3 years of experience in service desk or related role
- Service desk management skills
Full Job Posting
Job Description
- Wipro Limited is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs.
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 resolve 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
- Performance Parameter: Service Desk Delivery Measure: Adherence to TAT, SLA as per SoW, Minimal Escalation, Customer Experience
- Performance Parameter: Personal Measure: Attendance, Documentation etc.
Mandatory Skills
- Service Desk Management
Experience
- 1 3 Years
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