SERVICE DESK ANALYST L1

First point of contact for B2B users calling the Wipro Service Desk to troubleshoot end-user issues in line with Service Desk objectives. Responsibilities include responding to queries from calls, portal, emails, and chats; becoming familiar with client applications/processes; learning fundamental operations of commonly-used software/hardware; logging tickets using defined tracking software; ensuring scorecards adhere to SoW with respect to TAT, SLA, and hits; managing queries or escalating as needed; regular MIS and resolution-log management; recording events and problems, updating customer status, and passing feedback/escalations to internal teams; identifying and suggesting process improvements. Candidates should have experience with service desk operations and customer service delivery; focus on maintaining attendance and documentation as part of performance parameters.