<div> <div> <p><b>Role:</b></p> <p>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 Wipro Service Desk objectives.</p> </div> </div> <div> <div> </div> <div> <div> <div> <p><b>Key Responsibilities:</b></p> <p> </p> <ul> <li>Provide first and second-level IT support for multiple customers via mail, chat and calls.</li> <li> Diagnose, troubleshoot, and resolve hardware, software, and network issues.</li> <li>Escalate complex issues to higher-level support teams as needed.</li> <li> Log, track, and manage tickets in the IT Service Management (ITSM) tool.</li> <li>Ensure SLAs and response times are met for incident resolution and service requests.</li> <li> Maintain accura...