Help Desk Specialist
2 days ago
The primary goal of this position is to serve as the initial point of contact for clients calling Wipro's Service Desk, addressing their end-user issues in accordance with established objectives.
Duties and Responsibilities:- Primary user support and customer service are key responsibilities. This includes responding promptly to queries from calls, portals, emails, and chats from clients.
- Familiarize yourself with each client and their respective applications or processes.
- Leverage fundamental operations of commonly-used software, hardware, and other equipment.
- Adhere to standard service desk operating procedures by accurately logging all service desk tickets using defined tracking software.
- Maintain scorecards as per SoW respecting TAT, SLA & hits.
- Manage all queries or escalate if not resolved according to defined helpdesk policies and framework.
Regular MIS and resolution log management on queries raised.
- Record events and problems, along with their resolutions, in logs.
- Follow-up and update customer status and information.
- Pass on any feedback, suggestions, or escalations from customers to the appropriate internal team.
- Identify and suggest improvements on processes, procedures, etc.
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