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Job Description:Job DescriptionRole:The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with WiproâÃÂÃÂs Service Desk objectives͏Do:Be responsible for primary user support and customer serviceRespond to queries from all calls, portal, emails, chats from the clientBecome familiar with each client and their respective applications/ processesLearn fundamental operations of commonly-used software, hardware and other equipmentFollow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking softwareEnsure that the scorecard is maintained as per SoW with respect to TAT, SLA & hitsManage all queries or escalate if not resolve as per the defined helpdesk policies and frameworkRegular MIS & resolution log management on queries raised Record events and problems and their resolution in logsFollow-up and update customer status and infor...