The Job logo



Service Desk Analyst

ApplyJoin for More Updates

You must Sign In before continuing to the company website to apply.

Job Description


Role Purpose

The purpose of this role is to the first point of contact for theB2B users who call Wipro Service Desk to troubleshoot appropriate enduser issues in line with Wipro’s Service Desk objectives


  1. Be responsible for primary user support and customer service
    1. Respond to queries from all calls, portal, emails, chats fromthe client
    2. Become familiar with each client and their respectiveapplications/ processes
    3. Learn fundamental operations of commonly-used software, hardwareand other equipment
    4. Follow standard service desk operating procedures by accuratelylogging all service desk tickets using the defined tracking software
    5. Ensure that the scorecard is maintained as per SoW with respectto TAT, SLA & hits
    6. Manage all queries or escalate if not resolve as per the definedhelpdesk policies and framework


  1. Regular MIS & resolution log management on queriesraised
    1. Record events and problems and their resolution in logs
    2. Follow-up and update customer status and information
    3. Pass on any feedback, suggestions, escalations by customers tothe appropriate internal team
    4. Identify and suggest improvements on processes, procedures etc.
Set alert for similar jobsService Desk Analyst role in Kolkata, India
Wipro Logo



Job Posted

a year ago

Job Type




Experience Level

0-2 years




Kolkata, West Bengal, India




Be an early applicant

Related Jobs

Wipro Logo

Service Delivery Lead


Kolkata, West Bengal, India

Posted: 9 months ago

The role is to ensure excellent customer service delivery of technology solutions and products to clients through effective project management, service metrics tracking, budget management, issue resolution, optimal resource allocation, and maintenance of a skilled team of delivery resources for the client.