SERVICE DESK ANALYST L1

Role Purpose
Thepurposeofthisroleistothefirstpointofcontactfor the B 2 Buserswhocall Wipro Service Desktotroubleshootappropriateenduserissuesinline with Wipros Service Deskobjectives

Do
1. Beresponsibleforprimaryusersupportandcustomerservice
a. Respondtoqueriesfromallcalls, portal, emails, chatsfromtheclient
b. Becomefamiliarwitheachclientandtheirrespectiveapplications/processes
c. Learnfundamentaloperationsofcommonly-usedsoftware, hardwareandotherequipment
d. Followstandardservicedeskoperatingproceduresbyaccuratelyloggingallservicedeskticketsusingthedefinedtrackingsoftware
e. Ensurethatthescorecardismaintainedasper So Wwithrespect to TAT, SLAhits
f. Manageallqueriesorescalateifnotresolveasperthedefinedhelpdeskpoliciesandframework
2. Regular MISresolutionlogmanagementonqueriesraised
a. Recordeventsandproblemsandtheirresolutioninlogs
b. Follow-upandupdatecustomerstatusandinformation
c. Passonanyfeedback, suggestions, escalationsbycustomerstotheappropriateinternalteam
d. Identifyandsuggestimprovementsonprocesses, proceduresetc

Deliver

No Performance Parameter Measure 1 Service Desk Delivery
• Adherence to TAT, SLAasper So W

• Minimal Escalation

• Customer Experience

2 Personal
• Attendance

• Documentationetc

Mandatory Skills: Service Desk Management.