Responsibilities
- Act as the first point of contact for B2B users calling the Wipro Service Desk.
- Troubleshoot end-user issues and ensure they are resolved in line with Wipro’s objectives.
- Respond to queries via calls, portals, emails, and chats, ensuring scorecard is maintained as per Statement of Work (SoW).
- Accurately log all tickets and manage the resolution process efficiently.
- Learn fundamental operations of software/hardware to troubleshoot issues effectively.
- Manage queries or escalate them if not resolved within the defined helpdesk framework.
- Record all events, problems, and their resolutions in logs; maintain MIS reports.
Qualifications
- B.E / B.Tech in a relevant field.
- 1 – 3 Years of relevant experience.
- Experience in TIS Service Desk operations is mandatory.
- Familiarity with standard service desk operating procedures and tracking software.
- Strong communication skills to handle client queries and follow up on customer status.
- Ability to identify and suggest improvements in processes and procedures.
- Ability to work rotating shifts (24/7 support) is required.