Role Purpose
The purpose of this role is to the first point of contact for theB2B users who call Wipro Service Desk to troubleshoot appropriate enduser issues in line with Wipro’s Service Desk objectives
Do
Be responsible for primary user support and customer service
Respond to queries from all calls, portal, emails, chats fromthe client
Become familiar with each client and their respectiveapplications/ processes
Learn fundamental operations of commonly-used software, hardwareand other equipment
Follow standard service desk operating procedures by accuratelylogging all service desk tickets using the defined tracking software
Ensure that the scorecard is maintained as per SoW with respectto TAT, SLA & hits
Manage all queries or escalate if not resolve as per the definedhelpdesk policies and framework
Regular MIS & resolution log management on queriesraised
Record events and problems and their resolution in logs
Follow-up and update customer status and information
Pass on any feedback, suggestions, escalations by customers tothe appropriate internal team
Identify and suggest improvements on processes, procedures etc.