Wipro Service Desk Analyst Role

7 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Wipro Technologies Full time
Service Desk Analyst Role

The Service Desk Analyst is responsible for providing primary user support and customer service to B2B users who interact with the Wipro Service Desk.

Key Tasks
  • Client Support
    • Respond to queries from clients through various channels.
    • Develop knowledge of basic operations of common software, hardware, and equipment.
  • Record Maintenance
    • Maintain accurate records of all service desk tickets using defined tracking software.
  • Issue Resolution and Escalation
    • Resolve issues in a timely manner, adhering to TAT, SLA, and hit rates as per the SLA.
    • Escalate unresolved issues to the appropriate internal teams.
Performance Indicators
  1. Service Delivery:
    • Meet adherence to TAT, SLA as per the SLA.
    • Minimize escalation.
    • Enhance customer experience.
  2. Personal:
    • Attendance.
    • Documentation.

This role necessitates strong technical expertise, effective communication, and problem-solving abilities to deliver high-quality support to clients.



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