Service Desk Analyst L1

Wipro Limited is a global leader in technology services and consulting, dedicated to delivering innovative solutions that address complex digital transformation challenges. With a comprehensive portfolio spanning consulting, design, engineering, and operations, Wipro supports clients in achieving their most ambitious goals and building sustainable, future-ready businesses. Operating across 65 countries with over 230,000 employees and partners, Wipro remains committed to helping customers, colleagues, and communities thrive in a rapidly evolving world.

Key Responsibilities

- Serve as the primary point of contact for B2B users contacting the Wipro Service Desk, providing timely and effective troubleshooting for end-user issues in alignment with Service Desk objectives.
- Respond promptly to queries received via calls, portal, emails, and chats, ensuring a high level of customer service.
- Develop familiarity with each client’s specific applications and processes to offer tailored support.
- Acquire and maintain knowledge of fundamental operations related to commonly used software, hardware, and other equipment.
- Adhere strictly to standard Service Desk operating procedures by accurately logging all service tickets using the designated tracking software.
- Maintain scorecards as per the Statement of Work (SoW), ensuring compliance with turnaround times (TAT), service level agreements (SLA), and hit rates.
- Manage all user queries efficiently and escalate unresolved issues according to defined helpdesk policies and frameworks.
- Maintain regular Management Information System (MIS) and resolution logs for all queries raised.
- Record events, problems, and their resolutions systematically.
- Provide timely follow-ups and status updates to customers.
- Communicate customer feedback, suggestions, and escalations to the appropriate internal teams.
- Identify opportunities for process and procedural improvements and suggest enhancements accordingly.

Required Qualifications

- Experience with TIS Service Desk or similar service desk environments.
- Strong customer service orientation with the ability to manage multiple communication channels including calls, emails, and chats.
- Proficiency in logging and tracking service tickets using standard helpdesk software.
- Ability to work within defined SLAs and maintain performance metrics such as TAT and minimal escalations.
- Basic understanding of software, hardware, and IT operational processes.
- Excellent communication skills and the ability to collaborate effectively with internal teams and clients.

Preferred Qualifications and Benefits

Wipro is committed to fostering a culture of reinvention and continuous learning. The company encourages employees to evolve their skills and careers in line with the dynamic nature of the technology industry. Joining Wipro means becoming part of a purpose-driven organization that empowers individuals to design their own professional growth and contribute to transformative digital initiatives.

Candidates who thrive in a fast-paced, customer-focused environment and are inspired by innovation and change will find Wipro an ideal place to advance their careers. The company offers opportunities to work on cutting-edge projects and collaborate with global teams, supporting both personal and professional development.

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This role offers a unique opportunity to be part of a modern, end-to-end digital transformation partner dedicated to delivering exceptional service and enabling clients to realize their boldest ambitions.