Service Desk Analyst L2

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.Job DescriptionRole: 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 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 escape if not resolve as per the defined helpdesk po...