SERVICE DESK ANALYST L1

The role serves as the first point of contact for B2B users contacting Wipro's Service Desk. Responsibilities include handling queries through calls, portal, email and chat; providing basic software/hardware support; logging and tracking service tickets; meeting TAT and SLA targets; resolving or escalating issues according to procedures; maintaining resolution logs and customer updates; and identifying process improvements.

Required Skills Service Desk Management — Mandatory Customer service User support Ticket logging and tracking Basic software and hardware operations Query resolution Issue escalation SLA and TAT adherence Documentation Resolution log management Communication Customer handling Problem-solving Process/procedure improvement