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 is committed to helping customers, colleagues, and communities thrive in a rapidly 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 support. Gain familiarity with commonly used software, hardware, and other equipment to troubleshoot issues efficiently. Follow established service desk procedures by accurately logging all tickets using the designated tracking software. Maintain service scorecards in alignment with the Statement of Work (SoW), ensuring adherence to turnaround times (TAT), service level agreements (SLA), and resolution targets. Manage all user queries and escalate unresolved issues according to defined helpdesk policies and frameworks.

MIS and Resolution Log Management: Maintain detailed records of events, problems, and their resolutions in logs. Provide timely updates on customer status and follow up on outstanding issues. Communicate customer feedback, suggestions, and escalations to the relevant internal teams. Proactively identify opportunities for process and procedure improvements to enhance service delivery.

Performance Metrics: 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 practices.

Required Qualifications

Experience with TIS Service Desk operations is essential. Candidates should demonstrate strong customer service skills and the ability to manage multiple communication channels effectively. Familiarity with standard service desk tools and ticketing systems is required. A proactive approach to problem-solving and escalation management is critical to success in this role.

Preferred Qualifications and Benefits

Wipro encourages candidates who are inspired by reinvention and continuous learning. The company values individuals who are eager to evolve their careers and skills alongside the business and industry changes. Joining Wipro means becoming part of a purpose-driven organization that empowers employees to shape their own growth and contribute to digital transformation on a global scale.

This role offers the opportunity to work within a modern, forward-thinking environment that supports professional development and innovation. Wipro’s commitment to sustainability and community impact further enhances the meaningful nature of this position.

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By joining Wipro’s Service Desk team, you will play a vital role in supporting clients’ digital journeys while advancing your own career in a dynamic and supportive setting.