SERVICE DESK ANALYST L2

About the Role

Wipro Limited is seeking a Service Desk Analyst L2 to join their team in Riyadh, Riyadh Province. This full-time role serves as the initial point of contact for B2B users requiring technical assistance, ensuring efficient troubleshooting and support in line with Wipro's service desk objectives.

Key Responsibilities

• Provide primary user support and customer service.
• Respond to queries received via calls, portals, emails, and chats from clients.
• Familiarize with each client and their specific applications and processes.
• Learn fundamental operations of commonly-used software, hardware, and other equipment.
• Accurately log all service desk tickets using defined tracking software, adhering to standard operating procedures.
• Maintain the scorecard as per the Statement of Work (SoW) regarding Turnaround Time (TAT), Service Level Agreement (SLA), and hits.
• Manage all queries or escalate unresolved issues according to defined helpdesk policies and frameworks.
• Perform regular Management Information System (MIS) and resolution log management for raised queries.
• Record events, problems, and their resolutions in logs.
• Follow up and update customer status and information.
• Pass on feedback, suggestions, or escalations from customers to the appropriate internal teams.
• Identify and suggest improvements for processes and procedures.

Required Experience

Candidates should possess 2-5 years of experience in a relevant service desk or IT support role.

Key Deliverables

• Service Desk Delivery: Adherence to TAT and SLA as per SoW, minimal escalations, and positive customer experience.
• Personal Performance: Consistent attendance and accurate documentation.

Work Environment

This is a full-time position based in Riyadh, offering an opportunity to work within a structured service desk environment, supporting B2B users for Wipro Limited.