Service Desk Analyst L2 Job in Chennai at Wipro Technologies

Wipro is hiring for the role of Service Desk Analyst L2!

Responsibilities of the Candidate:

• Respond to queries from all calls, portal, emails, chats from the client
• Become familiar with each client and their respective applications/ processes
• Learn fundamental operations of commonly-used software, hardware and other equipment
• Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
• Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits
• Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback, suggestions, escalations by customers to the appropriate internal team
• Identify and suggest improvements on processes, procedures etc.

Requirements:

• 1 to 3 years of experience is the general requirement for an L2 Service Desk Analyst.
• The role requires proficiency in service desk management.