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.