149+ Applicants
Posted: 8 months ago
1-5 years
Karnataka
Work from Office
Posted: 8 months ago
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Applicants: 150+
Job Description
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Job Description
- Role Overview:
As the first point of contact for B2B users calling Wipro Service Desk, your role is crucial in troubleshooting end user issues in alignment with Wipro's Service Desk objectives.
Key Responsibilities:
- Respond to queries from all calls, portal, emails, and chats from the client
- Familiarize yourself with each client and their respective applications/processes
- Learn the fundamental operations of commonly-used software, hardware, and other equipment
- Accurately log all service desk tickets using the defined tracking software following standard procedures
- Maintain the scorecard as per Statement of Work (SoW) regarding Turnaround Time (TAT), Service Level Agreement (SLA), and hits
- Manage all queries or escalate unresolved issues based on defined helpdesk policies and framework
- Maintain regular MIS and resolution log management for raised queries
- Record events, problems, and their resolutions in logs
- Follow-up and update customer status and information
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- Pass on any feedback, suggestions, or escalations by customers to the appropriate internal team
- Identify and suggest improvements on processes, procedures, etc.
Qualifications Required:
- Mandatory Skills: TIS Service Desk
Additional Details (if present):
Wipro Limited is a leading technology services and consulting company dedicated to developing innovative solutions for clients" complex digital transformation needs. With a holistic portfolio of capabilities in consulting, design, engineering, and operations, Wipro aims to help clients achieve their boldest ambitions and establish sustainable businesses. With a global presence of over 230,000 employees and business partners across 65 countries, Wipro is committed to assisting customers, colleagues, and communities in thriving in an ever-changing world. Wipro encourages reinvention and constant evolution, empowering individuals to design their own reinvention and realize their ambitions. Applications from people with disabilities are explicitly welcome.,
Skills
AnalystTIS Service DeskIf an employer asks you to pay any kind of fee, please notify us immediately. Jobaaj does not charge any fee from the applicants and we do not allow other companies also to do so.
Important dates & deadlines?
Application Deadline
30 Oct 25, 02:10 PM IST
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