Service Desk Analyst

Role PurposeMaintaining, analyzing, and troubleshooting hardware and software; providing consumer service. Responsible for primary user support and customer service. Respond to queries from calls, portal, emails, and chats from clients. 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. 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, or escalations by customers to the appropriate internal team. Identify and suggest improvements on processes and procedures.Behavioral CompetenciesEffective CommunicationDetail OrientedChange AgilityClient CentricityExecution ExcellencePassion for ResultsPerformance ParametersService Desk Delivery: Adherence to TAT, SLA as per SoWMinimal EscalationCustomer ExperiencePersonal Attendance DocumentationWipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.#J-18808-Ljbffr