Wipro Service Desk Analyst - Hyderabad, India
**Do you enjoy troubleshooting technical problems and providing excellent customer service?
Wipro is searching for a Service Desk Analyst to be the first point of contact for our B2B users. In this role, you will play a critical role in ensuring our clients receive the support they need.**
What you'll do:
- Provide primary user support and exceptional customer service
- Respond to inquiries via phone, email, chat, and internal portals
- Partner with clients to understand their applications and processes
- Troubleshoot common software, hardware, and equipment issues
- Log and track all service desk tickets using our designated software
- Ensure adherence to Service Level Agreements (SLAs) and maintain key performance indicators (KPIs)
- Manage and escalate inquiries as needed, following established policies
- Maintain comprehensive resolution logs and update customer information
- Gather and share client feedback with internal teams
- Identify opportunities to improve processes and procedures
Who you are:
- A problem-solver with a passion for helping others
- Excellent communication and interpersonal skills
- Detail-oriented with a strong work ethic
- Adaptable and eager to learn new technologies
- Experience with IT service desk procedures a plus
What we offer:
- Opportunity to work for a leading IT services company
- Competitive salary and benefits package
- Supportive and collaborative work environment
- Chance to develop your technical and customer service skills
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