Service Desk Analyst L3

Job DescriptionRole:The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipros Service Desk objectivesDo:Be responsible for primary user support and customer serviceRespond to queries from all calls, portal, emails, chats from the clientBecome familiar with each client and their respective applications/ processesLearn fundamental operations of commonly-used software, hardware and other equipmentFollow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking softwareEnsure that the scorecard is maintained as per SoW with respect to TAT, SLA & hitsManage all queries or escalate if not resolve as per the defined helpdesk policies and frameworkRegular MIS & resolution log management on queries raisedRecord events and problems and their resolution in logsFollow-up and update customer status and informationPass on any feedback, suggestions, escalations by customers to the appropriate internal teamIdentify and suggest improvements on processes, procedures etc.