Service Desk Analyst L2

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 while 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 to queries received via calls, portal, emails, and chats. Develop familiarity with each client’s applications and processes to provide accurate and efficient support. Gain a solid understanding of commonly used software, hardware, and equipment to troubleshoot issues effectively.

- Service Desk Operations: Adhere to standard operating procedures by accurately logging all service desk tickets using the designated tracking software. Maintain scorecards in alignment with the Statement of Work (SoW), ensuring compliance with turnaround time (TAT), service level agreements (SLA), and ticket resolution targets. Manage all queries diligently and escalate unresolved issues according to defined helpdesk policies and frameworks.

- Management Information System (MIS) and Resolution Log: Maintain detailed records of events, problems, and their resolutions. Provide timely follow-ups and update customers on the status of their issues. Communicate customer feedback, suggestions, and escalations to the relevant internal teams. Proactively identify opportunities for process and procedural improvements to enhance service delivery.

- Performance Delivery: Ensure adherence to TAT and SLA as per the SoW, minimize escalations, and maintain a high standard of customer experience. Demonstrate professionalism in personal conduct and maintain consistent attendance. Complete all required documentation accurately and on time.

Required Qualifications

- Experience of 1 to 3 years in a Service Desk role, preferably within a technology services environment.
- Proficiency in handling end-user support queries across multiple communication channels including calls, emails, and chat.
- Familiarity with ticketing and tracking software to log and manage service requests effectively.
- Strong understanding of common software applications, hardware troubleshooting, and IT service management principles.
- Ability to work within defined service level agreements and maintain performance metrics such as TAT and SLA.
- Excellent communication skills and a customer-focused mindset.

Preferred Qualifications and Benefits

Wipro is committed to fostering a culture of continuous reinvention and growth. As part of a forward-thinking organization, you will have the opportunity to evolve your career and skills in line with the latest industry trends. Joining Wipro means becoming part of a purpose-driven business that empowers you to design your own path of professional reinvention. The company offers a dynamic work environment where innovation and personal development are highly valued.

If you are inspired by transformation and eager to contribute to a modern, digital-first enterprise, Wipro provides the platform to realize your ambitions while supporting clients worldwide in their digital journeys.