Service Desk Analyst L2 ⭐ Featured
Wipro
Pune, Maharashtra
Skills Required
About the Role
The Service Desk Analyst L2 role serves as the first point of contact for B2B users, providing frontline technical support and customer service. The role involves handling incidents and service requests received via calls, emails, portals, and chat, while accurately logging and tracking tickets using defined service desk tools. You will troubleshoot end-user issues, follow standard operating procedures, and ensure adherence to agreed SLAs and turnaround times. The position also includes maintaining resolution logs, updating users on ticket status, escalating unresolved issues, and identifying opportunities to improve support processes and customer experience.