SERVICE DESK ANALYST L1
Role Purpose
Thepurposeofthisroleistothefirstpointofcontactfor the B 2 Buserswhocall Wipro Service Desktotroubleshootappropriateenduserissuesinline with Wipros Service Deskobjectives
Do
1. Beresponsibleforprimaryusersupportandcustomerservice
a. Respondtoqueriesfromallcalls, portal, emails, chatsfromtheclient
b. Becomefamiliarwitheachclientandtheirrespectiveapplications/processes
c. Learnfundamentaloperationsofcommonly-usedsoftware, hardwareandotherequipment
d. Followstandardservicedeskoperatingproceduresbyaccuratelyloggingallservicedeskticketsusingthedefinedtrackingsoftware
e. Ensurethatthescorecardismaintainedasper So Wwithrespect to TAT, SLAhits
f. Manageallqueriesorescalateifnotresolveasperthedefinedhelpdeskpoliciesandframework
2. Regular MISresolutionlogmanagementonqueriesraised
a. Recordeventsandproblemsandtheirresolutioninlogs
b. Follow-upandupdatecustomerstatusandinformation
c. Passonanyfeedback, suggestions, escalationsbycustomerstotheappropriateinternalteam
d. Identifyandsuggestimprovementsonprocesses, proceduresetc
Deliver
No Performance Parameter Measure 1 Service Desk Delivery
• Adherence to TAT, SLAasper So W
- Minimal Escalation
- Customer Experience
2 Personal
• Attendance
- Documentationetc
Mandatory Skills: Service Desk Management.
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Interview advice
Going for this role at Wipro? A few things that help freshers walk in prepared:
- Before you go in, list the top three things this job asks for and prepare one concrete example for each — then tie every answer back to them.
- Rehearse "tell me about yourself" out loud in about 60 seconds — education, one standout achievement, why this role — instead of reciting your CV top to bottom.
- Put numbers on your achievements: "8.5/10 GPA", "cut load time by 40%", "led a team of four" lands far better than "good grades" or "hard-working".
- For a virtual interview, test your internet, camera and mic in advance, sit somewhere quiet and well-lit, and still dress formally — it signals you are serious.
- Prepare two or three thoughtful questions to ask them about the team, the work and growth; "I have no questions" reads as low interest.