Company Name

Wipro ( Chennai )

Job Description

• Role Purpose
  • The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipros Service Desk objectives
  Responsibilities
  • 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
  Performance Parameter
  1. Service Desk Delivery
  2. Adherence to TAT, SLA as per SoW
  3. Minimal Escalation
  4. Customer Experience
  5. Attendance
  6. Documentation etc

Job Details

Education Summary

Contact Details