Knowledge Manager L1

Company: Wipro Technologies
Location: San Jose
Posted on: April 1, 2025

Job Description:

Requisition ID: 36643City: San JoseCountry/Region: CRWipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses.Job DescriptionRole: The purpose of this role is to be the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro's Service Desk objectives.Responsibilities:

• Be responsible for primary user support and customer service:
  • Respond to queries from all calls, portal, emails, chats from the client.
  • Become familiar with each client and their respective applications/processes.
  • Learn fundamental operations of commonly-used software, hardware, and other equipment.
  • Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software.
  • Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits.
  • Manage all queries or escalate if not resolved as per the defined helpdesk policies and framework.
  • Regular MIS & resolution log management on queries raised:
    • 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 to the appropriate internal team.
    • Identify and suggest improvements on processes, procedures, etc.Performance Parameters:
    • Service Desk Delivery: Adherence to TAT, SLA as per SoW, Minimal Escalation, Customer Experience
    • Personal: Attendance, Documentation, etc.Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process.
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Keywords: Wipro Technologies, San Jose , Knowledge Manager L1, Executive , San Jose, California