Service Desk Analyst L1

Wipro Limited is a global leader in technology services and consulting, dedicated to delivering innovative solutions that address the most complex digital transformation challenges faced by clients. With a comprehensive portfolio spanning consulting, design, engineering, and operations, Wipro helps organizations achieve their boldest ambitions and build sustainable, future-ready businesses. Operating across 65 countries with over 230,000 employees and partners, Wipro is committed to enabling customers, colleagues, and communities to thrive in an ever-evolving world.

Key Responsibilities

Primary User Support and Customer Service: Serve as the first point of contact for B2B users reaching out to the Wipro Service Desk. Respond promptly and effectively to queries received via calls, portal, emails, and chats. Develop a strong understanding of each client’s applications and processes to provide accurate troubleshooting and support. Gain familiarity with commonly used software, hardware, and equipment to assist end users efficiently. Adhere strictly to standard service desk operating procedures by logging all tickets accurately using the designated tracking software. Maintain service delivery metrics such as turnaround time (TAT), service level agreements (SLA), and ticket resolution as per the Statement of Work (SoW). Manage all queries with the goal of resolution or escalate issues following the defined helpdesk policies and framework.

MIS and Resolution Log Management: Maintain detailed records of events, problems, and their resolutions in logs. Ensure timely follow-up and update customers on the status of their queries. Communicate any customer feedback, suggestions, or escalations to the relevant internal teams. Proactively identify opportunities for process and procedural improvements to enhance service delivery.

Performance Parameters: Deliver consistent service desk performance by adhering to TAT and SLA requirements, minimizing escalations, and ensuring a positive customer experience. Maintain personal accountability through regular attendance and thorough documentation.

Required Qualifications

Experience with TIS Service Desk operations is essential. Candidates should demonstrate strong customer service skills, the ability to troubleshoot and resolve end-user issues, and familiarity with service desk ticketing tools. Effective communication and the ability to work within a structured helpdesk framework are critical for success in this role.

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 alignment 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.

This role offers the opportunity to work within a modern, forward-thinking environment that values innovation and customer-centric service delivery. Candidates who thrive in fast-paced, collaborative settings and are passionate about technology and problem-solving will find this position rewarding.

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Wipro invites professionals inspired by change and innovation to join a business powered by purpose and dedicated to shaping the future of digital transformation.